Senior Director, Production Support

As Senior Director of Production Support
, you will lead & evolve the global support engineering organization that keeps Marqeta's issuance and processing platform running for 250+ live programs. You will lead a team spanning tiered support operations, incident and severity management, cross-functional escalation, and support tooling — transforming production support from a reactive, pooled function into a proactive, differentiated capability for our most strategic partners. This role bridges operations, product, and engineering to ensure every customer, from top-tier growth partners to the long tail, gets the right level of support at the right time.

We work Flexible First. This role can be performed remotely only in one of our National locations, which you can review here.

• Own the strategic evolution of Marqeta's production support model, directly shaping the support experience for 250+ programs and nearly $400B of transaction volume that flows through them.

• Design and scale a tiered support operating model. ,Build the case for, and stand up, 24/7 follow-the-sun coverage, including evaluating and partnering with outsourced/BPO support models while balancing customer experience against resourcing reality.

• Build the case for, and stand up, 24/7 follow-the-sun coverage, including evaluating and partnering with outsourced/BPO support models.

• Define clear ownership boundaries between Production Support and adjacent functions (Biz Ops, Data Ops, Engineering, Compliance), redirecting non-core work to the right owners.

• Partner with Product & Engineering Director+ leadership to turn recurring support themes into roadmap input — identifying and fixing root causes

• Create executive-friendly visibility into production health, ticket trends, and escalation risk — turning operational noise into clear signal for decision-makers both internally at Marqeta and our customers..

• Develop and mentor a team of support leaders and engineers, building a culture of ownership, urgency, and continuous improvement.

• Represent Production Support in major incidents and escalations, acting as the connective tissue across every product and engineering team at Marqeta.

• Continuously modernize support tooling (ticketing, observability, access management) to reduce manual investigation time and repeat-access friction leveraging AI to drive automation and smart decision making.

• 12+ years of relevant experience and 8+ years leading a global production support function including technical/customer support engineering, or platform operations teams - ideally in payments, fintech, or SaaS.

• Experience presenting to and influencing C-level/executive stakeholders.

• Proven experience designing and operationalizing tiered or segmented support models for a large, diverse customer base.

• "Roll up your sleeves" mentality that is comfortable owning both the strategic (operating model, SLAs, tooling roadmap) and the tactical (incident response, escalation) sides of support leadership.

• Strong track record partnering with Product, Engineering, Account/Technical Success Management, and Biz Ops to resolve cross-functional bottlenecks.

• Deep familiarity with incident management, severity/SLA frameworks, ticketing platforms (e.g., Salesforce, Jira), and support tooling.

• Deep understanding of the payments industry ecosystem: card networks, issuer processing, ledger/settlement, disputes, and regulatory/compliance touchpoints.

• Data-driven approach to decision-making — comfortable using ticket volume, dwell time, and customer health metrics to prioritize investment.

• Excellent executive communication skills — able to translate operational complexity into clear narratives for senior leadership.

• High EQ, calm under pressure, and skilled…