Manager, Service Delivery & Partner PerformanceRemote, USAAs Marqeta’sManager of Service Delivery & Partner Performance, you’ll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the drivers seat to revolutionize how we deliver exceptional cardholder experiences through data‑driven insights, cutting‑edge technology, and strategic partnerships.You’ll have the autonomy to identify opportunities, architect solutions, and implement change that measurably elevates our support operations and cardholder’s experience. Working with talented cross‑functional teams and strategic BPO partners, you’ll not only meet KPIs and SLAs—you’ll redefine what excellence looks like in fintech customer support.This is your opportunity to make a tangible impact on cardholders while building a high‑performing support ecosystem. You’ll shape performance standards, drive operational transformation, and create the frameworks that scale as Marqeta grows. If you thrive on turning data into action, building collaborative partnerships, and seeing your strategies deliver real results, this role is your platform to shine.We work Flexible First. This role can be performed remotely in the United States, only in one of our National locations, which you can review here.The Impact You’ll HavePerformance Fanatic: You don’t sit around and wait for things to happen. You strategize, plan, and monitor a path to operational success based on the right data.BPO Vendor Management: Manage the operational success of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadershipPerformance Analysis & Reporting: Monitor and analyze contact center data (KPIs, metrics) to identify trends and areas for improvement.Process Optimization: Identify gaps, develop and implement sustainable and scalable solutions to enhance operational efficiency, workflows, and customer satisfaction.Quality Assurance & Compliance: Define what great looks like and collaborate with QA and Complaints teams to ensure adherence to quality standards and compliance requirements.Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our telephony, IVR and CRM system to improve agent efficiency and effectivenessLeadership & Coaching: Motivate staff, provide coaching, and influence positive outcomes to cultivate a high‑performing culture.Escalation Management: Resolve complex customer issues during moments of truth.Cardholder Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, CSAT/QA results and data‑drive operational efficienciesChange Management: Central role to new program launches and existing program refreshesMarqeta Culture Carrier:



Champion culture cross‑functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture‑building activitiesWho You Are7+ years of Customer Support Operations with equivalent years of experience in BPO industry or management of BPOsStrong communication skills (interpersonal, verbal, presentation, written, email) and track record of creating and executing strategic operational efficienciesDemonstrated ability to drive customer satisfaction and experience using people, processes or technology to deliver exception outcomesProven ability to influence and manage stakeholders (internal and external) to achieve positive outcomesExperience using data to drive insights and recommend changes for improvementStrong technical aptitude including Google Suite, Salesforce, Slack and contact center telephony systems (ex. Amazon Connect)Familiarity and first‑hand knowledge in fintech, banking or paymentsPositive attitude, team player, adaptable, and resourcefulDetail‑oriented, organized, and adept at managing competing prioritiesExercises sound judgement and decision‑making across diverse scenariosAbility to travel globallyNice-To-HavesDeep knowledge of payment processing, program management and/or issuing of debit and credit cardsDemonstrated ability to manage and operate Amazon ConnectStrong operational and customer‑facing documentation skills with the ability to produce clear, engaging internal and external support guidesExperience implementing and growing communication channels beyond phone and emailProven success in integrating AI solutions into BPO operations from generative AI tooling to agentic implementation of voice or chatbotsVirtual “Onsite” consisting of 4‑5, 45 min callsOffer!Compensation and BenefitsMarqeta 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.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 WAPremium Plus : A tier for the most expensive working areas,



like the San Francisco Bay area and New York City.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‑hirebase salaryrange for this position is:National: $123,000 - $153,800Premium: $133,100 - $166,400We 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 offersMultiple health insurance optionsFlexible time off – take what you needRetirement savings program with company contribution and after tax contributionsEquity in a publicly‑traded company and an Employee Stock Purchase ProgramFamily‑forming perks, fertility support, and up to 20 weeks of Parental LeaveFree therapy sessions, financial and professional coaching, and legal adviceMonthly stipend to support our remote work modelAnnual “development dollars” to support our people growth and developmentThrough Flex First, the freedom to live and work wherever you and your family thriveMQ - EEOC Voluntary QuestionsAt Marqeta, we strive to live our value of “Win as a Team,” where we seek various opinions and experiences as we build opportunities around equity, inclusion, and belonging. We ask candidates to respond to the below self‑identification survey. Completion of the form isentirely voluntary.Whatever your decision, it will not be considered in the hiring process or thereafter. As set forth in Marqeta’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.Any information that you do provide will be anonymized and reviewed, strictly in aggregate, to find ways to improve our recruiting processes. To learn more about our job applicant privacy policy, please visit our website.We’re also providing additional information and resources as you complete the form:Veteran Status:If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.A “disabled veteran”A “recently separated veteran”An “active duty wartime or campaign badge veteran”An “Armed forces service medal veteran”Disability Status:You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.#J-18808-Ljbffr

📌 Manager, Service Delivery & Partner Performance - $123,000 - $166,400 A Year - Remote (Toronto)
🏢 Marqeta
📍 Toronto