Manager, Service Delivery & Partner Performance
As Marqeta's Manager of Service Delivery & Partner Performance, you will lead initiatives to transform customer support into a strategic advantage. This role offers the opportunity to revolutionize cardholder experiences through data-driven insights, advanced technology, and strategic partnerships. Collaborating with cross-functional teams and BPO partners, you will set performance standards and drive operational excellence in fintech customer support.
Key responsibilities include managing the operational success of multiple programs across various products by fostering effective relationships with BPO site leadership. You will monitor and analyze contact center data to identify trends and areas for improvement, develop and implement scalable solutions to enhance operational efficiency and customer satisfaction, and ensure adherence to quality standards and compliance requirements. Additionally, you will lead technology enhancements to improve agent efficiency and effectiveness, motivate staff through coaching, and resolve complex customer issues.
The ideal candidate will have over seven years of experience in customer support operations, particularly within the BPO industry or managing BPOs. Strong communication skills across various mediums and a proven track record in creating and executing strategic operational efficiencies are essential. Experience in fintech, banking, or payments, along with technical proficiency in tools like Google Suite, Salesforce, Slack, and contact center telephony systems, is highly desirable. A positive attitude, adaptability, and the ability to manage competing priorities are also important.
Marqeta offers a competitive compensation package, including multiple health insurance options, flexible time off, a retirement savings program with company contributions, equity in a publicly-traded company, and an Employee Stock Purchase Program. Additional benefits include family-forming support, up to 20 weeks of parental leave, free therapy sessions, financial and professional coaching, and a monthly stipend to support remote work. The company also provides annual development funds to support employee growth and development.
Marqeta fosters a culture of innovation and collaboration, offering employees the freedom to live and work where they thrive through its Flex First policy. The company values continuous learning and provides opportunities for professional development, making it an attractive workplace for those looking to make a tangible impact in the fintech industry.