Senior Director, Production Support

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. No Job ID. Remove boilerplate. Must preserve all substantive info. We need to parse the posting. Key sections: - About the role: description of role, impact, etc. - Responsibilities: list of duties. - Requirements: experience needed. - Qualifications: maybe similar to requirements? Might combine. - Skills: maybe specific skills. - Benefits: list of benefits. - Pay: salary range and bonus. - Schedule: maybe flexible first, remote only in national locations. We need to decide what content belongs where. Let's extract: From posting: "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." That's about role. Impact section: "The Impact You'll Have 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 (BizOps, 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 causesCreate 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." That's responsibilities. Who You Are: "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 BizOps 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 at leading through ambiguity during live incidents." Nice-To-Haves: "Experience building or scaling a BPO/outsourced support partnership.Experience supporting programs processing high transaction volumes at scale.Background building customer-facing support portals or self-service tooling.Familiarity with cloud environments (e.g., AWS) and access management practices.Six Sigma, ITIL, or other operational excellence / process improvement background." Compensation And Benefits: "Marqeta calibrates pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States: National: A baseline tier that applies to most of the geographic territory of the United States.Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WAPremium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City. Visit this page or consult with a recruiter to determine which tier would be applicable to you. 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 full-time position is: National: $151,200 - $189,000 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 currently offers Multiple health insurance optionsFlexible time off – take what you needRetirement savings program with company contribution and after tax contributionsEquity in a publicly-traded company and an Employee Stock Purchase ProgramFamily-forming benefits, fertility support and generous parental leave base salary top-upFree therapy sessions, financial and professional coaching, and legal adviceMonthly stipend to support our remote work modelAnnual “development dollars” to support our people growth and development" About Marqeta: mission etc. Might be considered "About the company" but not required. Could be omitted as not a section heading? The instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we may not need About Marqeta. Could include as part of About the role? Probably not. We'll omit. EEO etc boilerplate removed. Now we need to map content to sections. About the role: first paragraph(s) describing role, impact? Actually impact could be part of responsibilities. But we have an "Impact" subsection. Could put under Responsibilities. Responsibilities: list of duties from Impact section. Requirements: maybe the "Who You Are" required experience. Qualifications: maybe the Nice-To-Haves? Or we could treat Nice-To-Haves as Skills? Actually Nice-To-Haves are additional qualifications. Skills: maybe specific skills like incident management, ticketing platforms, payments ecosystem, data-driven, communication, EQ. Benefits: list of benefits. Pay: salary range and bonus. Schedule: Flexible First, remote only in National locations. We must not create sections with filler like "commensurate with experience". We have actual content. Let's craft HTML. We'll produce:

About the role

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.

Responsibilities

• Own the strategic evolution of Marqeta's production support model, directly shaping the support experience for 250+ programs and nearly $400B of transaction volume.
• 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.
• Define clear ownership boundaries between Production Support and adjacent functions (BizOps, 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 for 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.

Requirements

• 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 comfortable owning both strategic (operating model, SLAs, tooling roadmap) and tactical (incident response, escalation) sides of support leadership.
• Strong track record partnering with Product, Engineering, Account/Technical Success Management, and BizOps 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 at leading through ambiguity during live incidents.

Skills

• Incident management and severity/SLA frameworks.
• Ticketing platforms (Salesforce, Jira) and support tooling.
• Payments industry knowledge (card networks, issuer processing, ledger/settlement, disputes, regulatory/compliance).
• Data‑driven decision making using ticket volume, dwell time, customer health metrics.
• Executive communication and storytelling.
• High EQ, calm under pressure, leading through ambiguity.

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 generous parental leave base salary top‑up.
• Free therapy sessions, financial and professional coaching, and legal advice.
• Monthly stipend to support