151K–189K USD / year
Senior Director, Production Support
OperationsRemote — USA
Published on 2026-09-28
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About this role
The Senior Director of Production Support will lead and enhance Marqeta's global support engineering organization, managing production support for over 250 live programs while ensuring effective incident management and tooling improvements. The role requires collaboration across operations, product, and engineering to provide timely support to customers.
About the company
Marqeta provides modern card issuing and payment infrastructure for fintechs and brands. It enables companies to create, control, and authorize card programs programmatically.
What you'll do
- Own the strategic evolution of production support model.
- Design and scale a tiered support operating model.
- Define ownership boundaries between Production Support and adjacent functions.
- Partner with leadership to turn recurring support themes into developmental input.
- Create executive visibility into production health and ticket trends.
- Mentor a team of support leaders and engineers.
What we're looking for
- 12+ years of relevant experience and 8+ years in a leadership role.
- Experience operationalizing tiered support models.
- Strong communication skills with C-level stakeholders.
- Familiarity with incident management and ticket platforms.
- Understanding of the payments industry and its ecosystems.
Nice to have
- Experience with BPO/outsourced support partnerships.
- Background building customer-facing support portals.
- Familiarity with cloud environments like AWS.
- Six Sigma or ITIL certification.
Benefits
- Multiple health insurance options.
- Flexible time off.
- Retirement savings program.
- Equity options and Employee Stock Purchase Program.
- Free therapy sessions and financial coaching.