Manager, Service Delivery – Partner Performance
Marqeta
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $123,000 - $153,800 per year
About the role
- 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
Requirements
- 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
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance analysisprocess optimizationquality assurancecompliancedata analysiscustomer satisfactionstakeholder managementchange managementoperational efficiencystrategic planning
Soft Skills
communicationleadershipcoachingproblem-solvingadaptabilityteamworkorganizationattention to detailjudgmentinfluence