MQ Referrals Only - Manager, Service Delivery & Partner Performance
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Requirements
• 7+ years of Customer Support Operations with equivalent years of experience in BPO industry or management of BPOs • Strong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficiencies • Demonstrated ability to drive customer satisfaction and experience using people, processes or technology to deliver exception outcomes • Proven ability to influence and manage stakeholders (internal and external) to achieve positive outcomes • Experience using data to drive insights and recommend changes for improvement • Strong technical aptitude including Google Suite, Salesforce, Slack and contact center telephony systems (ex. Amazon Connect) • Familiarity and first-hand knowledge in fintech, banking or payments • Positive attitude, team player, adaptable, and resourceful • Detail-oriented, organized, and adept at managing competing priorities • Exercises sound judgement and decision-making across diverse scenarios • Ability to travel globally • Nice-To-Haves • Nice-To-Haves • Deep knowledge of payment processing, program management and/or issuing of debit and credit cards • Demonstrated ability to manage and operate Amazon Connect • Strong operational and customer-facing documentation skills with the ability to produce clear, engaging internal and external support guides • Experience implementing and growing communication channels beyond phone and email • Proven success in integrating AI solutions into BPO operations from generative AI tooling to agentic implementation of voice or chatbots • Your Manager • Your Manager • Jena Baker, Ops Director of Global Customer Support Operations • Typical Process • Typical Process • Application Submission • Recruiter video call • Hiring manager video call • Virtual “Onsite” consisting of 4-5, 45 min calls
Benefits
• Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States: • National: A baseline tier that applies to most of the geographic territory of the United States. • National • Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA • Premium • Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City. • Premium Plus • Visit this page or consult with a Recruiter to determine which tier would be applicable to you. • When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is: • National: $123,000 - $153,800 • Premium: $133,100 - $166,400 • Premium Plus: $144,700 - $180,900 • We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company. • Along with monetary compensation, Marqeta offers • Multiple health insurance options • Flexible time off – take what you need • Retirement savings program with company contribution and after tax contributions • Equity in a publicly-traded company and an Employee Stock Purchase Program • Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave • Free therapy sessions, financial and professional coaching, and legal advice • Monthly stipend to support our remote work model • Annual “development dollars” to support our people growth and development • Through Flex First, the freedom to live and work wherever you and your family thrive
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