All Cost Centers · Core Product
As Senior Director of Production Support, you will lead & evolve the global support engineering organization that keeps Marqeta's issuance and processing platform running for 250+ live programs. You will lead a team spanning tiered support operations, incident and severity management, cross-functional escalation, and support tooling — transforming production support from a reactive, pooled function into a proactive, differentiated capability for our most strategic partners. This role bridges operations, product, and engineering to ensure every customer, from top-tier growth partners to the long tail, gets the right level of support at the right time.
We work Flexible First https://www.marqeta.com/blog/2022/05/10/flexible-first. This role can be performed remotely only in one of our National locations, which you can review here https://www.marqeta.com/company/salaryzones.
The Impact You'll Have
- Own the strategic evolution of Marqeta's production support model, directly shaping the support experience for 250+ programs and nearly $400B of transaction volume that flows through them.
- Design and scale a tiered support operating model. ,Build the case for, and stand up, 24/7 follow-the-sun coverage, including evaluating and partnering with outsourced/BPO support models while balancing customer experience against resourcing reality.
- Build the case for, and stand up, 24/7 follow-the-sun coverage, including evaluating and partnering with outsourced/BPO support models.
- Define clear ownership boundaries between Production Support and adjacent functions (BizOps, Data O