Senior Director, Production Support
New
M
MarqetaPayments fintech
Location: Remote - USA. This role can be performed remotely only in one of our National locationsFull-TimeDirector
SalaryNational: $151,200 - $189,000
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Job Details
- Experience
- 12+ years of relevant experience and 8+ years leading a global production support function
- Required Skills
- AWSSalesforceJira
Requirements
- 12+ years of relevant experience.
- 8+ years leading a global production support function, technical/customer support engineering, or platform operations teams.
- Experience presenting to and influencing C-level or executive stakeholders.
- Experience designing and operationalizing tiered or segmented support models for a large, diverse customer base.
- Ability to own both strategic support leadership and tactical incident response and escalations.
- Track record partnering with Product, Engineering, Account/Technical Success Management, and BizOps.
- Familiarity with incident management, severity and SLA frameworks, ticketing platforms such as Salesforce and Jira, and support tooling.
- Deep understanding of payments, including card networks, issuer processing, ledger and settlement, disputes, and regulatory/compliance touchpoints.
- Use ticket volume, dwell time, and customer health metrics to guide decisions.
- Experience building or scaling BPO/outsourced support partnerships is a plus.
- Familiarity with cloud environments such as AWS and access-management practices is a plus.
- Six Sigma, ITIL, or other operational excellence/process improvement background is a plus.
Responsibilities
- Own the strategic evolution of Marqeta's production support model for 250+ programs.
- Design and scale a tiered support operating model and build 24/7 follow-the-sun coverage.
- Evaluate and partner with outsourced or BPO support models.
- Define ownership boundaries between Production Support and BizOps, Data Ops, Engineering, and Compliance.
- Partner with Product and Engineering leadership to turn recurring support themes into roadmap input and fix root causes.
- Create executive-friendly visibility into production health, ticket trends, and escalation risk.
- Develop and mentor support leaders and engineers.
- Represent Production Support during major incidents and escalations.
- Modernize ticketing, observability, and access-management tooling, leveraging AI for automation and decision support.
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