Manager, Service Delivery & Partner Performance

Manager, Service Delivery & Partner Performance Remote, USA

As Marqeta’s

Manager 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 Have

Performance 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 leadership

Performance 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 effectiveness

Leadership & 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 efficiencies

Change Management: Central role to new program launches and existing program refreshes

Marqeta Culture Carrier: Champion culture cross‑functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture‑building activities

Who You Are

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

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

Virtual “Onsite” consisting of 4‑5, 45 min calls

Offer!

Compensation and 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.

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 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‑hire

base salary

range for this position is:

National: $123,000 - $153,800

Premium: $133,100 - $166,400

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

MQ - EEOC Voluntary Questions At 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 is

entirely 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.

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