This role pays less than
79%
of similar roles. Most pay
$177,250–$262,525
— the shaded band above.
At the midpoint, this role pays about
$170k
versus about
$220k
for comparable roles.
Based on 240 similar postings.
Employer
About Marqeta
Marqeta is a modern card issuing platform that provides open API technology for businesses to create, issue, and manage customized payment cards, powering payment programs for fintech companies and enterprises. Industry: Financial Technology & Card Issuing
Marqeta currently has
20 open roles
on FindRole.
Listed pay typically runs
$138,100–$172,600
across 17 roles with salary data.
As Senior Director, Production Support, you will lead and evolve a global support engineering organization responsible for maintaining an issuance and processing platform. You will manage a team spanning tiered support operations, incident management, cross-functional escalation, and support tooling to transform reactive functions into proactive capabilities. Your daily responsibilities include designing tiered operating models, establishing 24/7 follow-the-sun coverage, defining ownership boundaries between departments, and translating operational data into executive insights. You will partner with product and engineering leadership to address root causes while modernizing tools like Salesforce and Jira using AI for automation. The role requires expertise in the payments industry ecosystem, including card networks, ledger settlement, and dispute management. You must possess deep knowledge of incident management frameworks, SLA tracking, and cloud environments to ensure high-volume transaction stability across various programs.
Lead and evolve the global production support organization to manage issuance and processing platforms for over 250 programs.
Design and scale a tiered support operating model including 24/7 follow-the-sun coverage and BPO partnerships.
Define clear ownership boundaries between Production Support and other departments like Engineering, BizOps, and Compliance.
Partner with Product and Engineering leadership to convert recurring support issues into actionable product roadmap improvements.
Create executive-level visibility into production health, ticket trends, and escalation risks for internal and external stakeholders.
Mentor a team of support leaders and engineers while fostering a culture of ownership and continuous improvement.
Manage major incidents and escalations as the primary link between technical teams and customer success.
Modernize support tooling and infrastructure by leveraging AI to automate manual tasks and improve investigation speed.
What we're looking for
12+ years of relevant experience and 8+ years leading a global production support function including technical/customer support engineering or platform operations.
Experience in payments, fintech, or SaaS industries is preferred.
Proven experience designing and operationalizing tiered or segmented support models for large, diverse customer bases.
Experience presenting to and influencing C-level and executive stakeholders.
Deep familiarity with incident management, severity/SLA frameworks, and ticketing platforms like Salesforce or Jira.
Deep understanding of the payments industry ecosystem including card networks, issuer processing, ledger/settlement, and compliance.
Experience building or scaling a BPO/outsourced support partnership (preferred).
Familiarity with cloud environments (e.g., AWS), Six Sigma, ITIL, or other operational excellence frameworks (preferred).