Marqeta is seeking a Lead Product Manager, Customer Experience & Support Operations to lead the strategy, development, and evolution of enterprise applications that power the experiences of our customers, bank partners, and internal operations teams. You will own a suite of tools and platforms across cardholder servicing, case management, contact center, identity management, and business intelligence, all while championing an AI-centric mindset that enhances automation, personalization, and decision-making.
This role is a deep partner to Customer Support Operations, including the live agents who support cardholders every day. It's where consumer needs and business needs meet: you'll help bring new enterprise partnerships to life, treating business users with the same care and rigor as individual cardholders across both B2B and B2C servicing.
In this role, you will work within a team of product managers, designers, and engineers who work cross-functionally and at all levels of the organization. We're looking for a hands-on product manager who moves with urgency and ownership to own the future roadmap of Customer Experience products, and who identifies where agentic AI and digital-agent-driven automation can transform both internal and external workflows. You'll be responsible for delivering high-impact solutions that simplify complex operational workflows, surface intelligent insights, and enable secure, seamless interactions across the Marqeta ecosystem. You'll work cross-functionally with Engineering, Design, Data Science, Support, and customers to shape how we serve enterprise clients at scale.
We work Flexible First. This role can be performed remotely anywhere within the province where you reside, whether that’s Ontario, Canada or British Columbia, Canada preferably either Greater Toronto Area or Vancouver Metro Area. We’d love for you to join us!
This position is for an existing vacancy.
Champion the voice of the customer. Advocate for their needs, translate feedback into product improvements, and ensure their experience is central to roadmap decisions.
Partner closely with Customer Support Operations and the live agents who support cardholders, bringing real sensitivity to consumer and business needs across new B2B and B2C programs.
Own the product vision and roadmap for Marqeta's enterprise applications used by customers and internal teams, ensuring solutions are scalable, secure, and intuitive.
Own the case management, contact center, and IVR self-service experience, including the agent-facing UI surface layer that supports it.
Lead cross-functional Scrum teams through the ideation, design, development, and launch of new Dashboard and administrative features.
Identify and deliver opportunities to apply agentic AI, including digital personas and digital agents, to automate case management and servicing workflows across internal and external teams.
Own and evolve the developer experience. Think deeply about how our customers interact with our products, across APIs, dashboards, and integrations, and find ways to improve usability, reduce friction, and make Marqeta the standard for excellence in developer experience.
Drive next-generation experiences across cardholder support, identity management, dispute and collection lifecycle management, and business intelligence.
Conduct user research and testing to understand behavior, uncover pain points, and inform product decisions.
Define user personas, perform market analysis, and translate insights into clear, actionable product requirements.
Balance customer needs, operational workflows, and technical feasibility across support, identity, credit, and data domains.
Establish KPIs and lead cross-functional teams in setting and measuring progress toward qualitative and quantitative goals.
Collaborate across Product, Engineering, Revenue, Operations, Legal, Compliance, Security, and Finance to evaluate scope, impact, and priorities.
Build alignment and evangelize a shared product vision that drives meaningful outcomes and business growth.
Engage regularly with users and internal stakeholders across Engineering, Product, and Operations, listening deeply and meeting them halfway to shape clear, well-understood requirements.
Serve as the subject matter expert for your product area.
7+ years experience as a product manager or equivalent experience.
You have a track record of shipping (successes and failures, alike) and have a history of driving customer and business impact.
You move with urgency, driving decisions, reviews, and open feedback to closure quickly.
A strong business problem-solver who gets to the root of the problem before reaching for a solution, and ensures it lands well with the stakeholders it's meant for.
You are a learner, scrappy, take full ownership, and thrive in a dynamic and ambiguous environment, including the pace of an early-stage public company.
A passion for user-centered design and making users' lives better.
Deep curiosity and understanding of AI-powered product experiences, especially those that improve operations, user enablement, or insight generation.
Strong customer empathy and experience shaping product direction and execution based on user and customer needs.
Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, solve problems without well-defined direction, and leverage data to prove out concepts and test new features.
Strong understanding of agile product development, delivery, and tools.
Ability to communicate clearly to both technical and non-technical audiences.
Excellent technical acumen, curiosity, and familiarity with new technologies, APIs, programming languages, and databases.
Proven track record of driving measurable impact through product development, especially across complex stakeholder groups.
Strong communicator and systems thinker who partners closely with engineering leaders to prioritize and land quick, visible wins.
Experience in or deep understanding of the credit space is highly preferred, as the team is increasingly supporting credit operating and administrative surfaces.
Experience in or deep understanding of the payments industry, including onboarding flows, the various players in the ecosystem, and their associated needs and pain points.
Clear understanding of the differences between credit and debit products.
Familiarity with case management workflows, dispute and collection lifecycle management, and Chargeback Reg E / Reg Z requirements.
Experience with Contact Center / Contact-as-a-Service platforms and IVR self-service design.
Experience with API-first product experiences and a card issuing or payment platform background.
Understanding of integration architecture as it relates to case management systems.
Data platform awareness (e.g., Snowflake, DataDog).
Experience designing agentic case management using digital personas or digital agents.
Past experience building best-in-class enterprise web and/or complex financial applications.
Experience building or launching Generative AI features in enterprise products (e.g., chat assistants, auto-summarization, insight generation).
Sarah Dulski
Application submission
Recruiter video call
Hiring manager video call
Virtual "Onsite" consisting of 4, 45 min calls
Presentation
Offer!
Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location.
When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 139,700 - 174,600
We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.
Along with monetary compensation, Marqeta offers
Multiple health insurance options
Flexible time off – take what you need
Retirement savings program with company contribution
Equity in a publicly-traded company
Monthly stipend to support our remote work model
Annual "development dollars" to support our people growth and development
Family-forming benefits and up to 20 weeks of Parental Leave
About Marqeta
Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.
Marqeta’s Values
– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.
– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.
– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.
– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.
– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.
Equal Employment Opportunity, Accommodations and Privacy
Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.
Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.
Marqeta cares about your privacy. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.
Notice on Use of AI in Recruitment
We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws. For more information, review our AI notice here.