Operations Director, Customer Support Operations

Marqeta powers innovative payment solutions for many of the apps and services you enjoy daily. Our open API provides unprecedented flexibility and control for industry-leading companies such as Square, Coinbase, J.P.Morgan, and Uber, to manage payment operations in real-time.
Our team is a mix of industry experts and technology innovators who take a dynamic approach to solving challenging problems. Marqeta is certified as a 2022 Glassdoor Best Place to Work, highlighting our company culture and collaborative work environment. We are building a global team as diverse as the markets we serve and we'd love it if you joined us on our mission to change the way money moves.
We're a remote-first company. You can work where you work best whether that's from home, from a co-working space, or from one of our four global offices. It's uncommon for candidates to match all job requirements, but if you're not far off we absolutely want to hear from you!

Position Summary
We are looking for a strategic, passionate, and driven leader to lead our Customer Service Quality Assurance, Risk Ops Audit, Workforce, CSO Training and oversight of our delegated services. This role requires close collaboration with our bank partners, network partners, customers, Compliance and Legal team, Call Center and Risk Ops teams to ensure the CSO organization adheres to compliance and regulatory policies.
What you'll do

• Develop quality management strategies for Customer Support Operations team, including QA standards, scorecards, ongoing training and development, performance metrics, dashboards, and executive reporting
• Deliver and manage a Call Center QA and Risk Ops Audit program for internal and external teams
• Oversee all CSO quality and audit reporting
• Own the delivery of monthly Bank Partners and Customer CSO reporting
• Deliver and manage CSO new hire onboarding program
• Build a quality centric team who focuses in ensuring CSO teams are delivering exception quality service to our customers
• Ensure compliance and regulatory policies are being followed by all CSO teams
• Manage all internal and external CSO monthly and yearly internal and external audits
• Report and track all audit findings and lead remediation plans

What we're looking for

• Onshore/offshore call center, risk operations and quality assurance leadership experience
• Deep understanding of payments, card issuing, processing, digital wallets, ACH, FX and Crypto currencies
• Excellent written, verbal, and visual communication skills
• B2B Customer facing experience
• Experience working with Banks, processors, acquirers, networks and banking regulators
• Proven success leading a cross functional organization focused on the customer experience and the adherence of regulatory requirements

Requirements

• Strong communication skills across a variety of audiences such as customers, bank partners, networks, regulators, 3rd party vendors/partners and our Executive Leadership Team.
• Experience managing remote teams.
• Experience with Fintech products and services
• Working knowledge of the fundamentals of risk policies for Cardholder Support, Chargebacks and Disputes, KYC/KYB and Fraud Monitoring.
• Positive attitude, team player, adaptable, resourceful, and self-starter who can lead team independently.
• Technical aptitude with demonstrated ability to understand and explain complex technical concepts in a straightforward manner.
• Managed teams outside the North America.
• At least 10 years of experience leading a Global Customer Support Team.

Benefits and Perks

• Flexible time off – take what you need
• Retirement savings program with company contribution
• Employee insurance premiums paid 100% + coverage for dependents and pets
• Family forming benefits including fertility support and up to 20 weeks Parental Leave
• Free therapy sessions, financial coaching, and a Wellness stipend
• Monthly stipend to support our hybrid work model
• Equity in a publicly-traded company
• Bi-annual "Hack Week" to support and reward innovation

Learn more about Marqeta on our Website, Twitter and LinkedIn.
As part of our dedication to the diversity of our workforce, Marqeta is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant on any legally-recognized protected basis under federal, state or local laws, regulations or ordinances.
Our Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.
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Job Type: Full-time