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Lead Product Operations Manager

Company: Marqeta, Inc.
Location: Oakland
Posted on: September 17, 2022

Job Description:

As a Product Operations Lead, you will develop and drive the function of Product Operations to enable the Product, Engineering, and cross-functional partner teams to efficiently deliver value to stakeholders. You will lead the efforts for customer onboarding and ongoing operations programs of various Disputes products, as a part of the Global Risk Products Group inside Marqeta. The team is looking for an innovative, experienced product operations manager with a passion for customer needs, a desire to develop and launch industry-leading innovative products, and an innate interest in financial technology.
You will generate support content for internal and external stakeholders to help explain the nuance of our systems and the insights we have gained from building our systems. You will find opportunities to use streamlined processes, metrics, better tools, and more efficient ways of supporting product change and influencing the roadmap. You will be at the forefront of our most important customers ensuring a great customer experience.
This is a unique opportunity to join a growing team inside an established company that is Marqeta. In this role, you will get a tremendous opportunity to grow into leading the operational success of our Disputes offerings directly interfacing with customers in NA and EU.
If you are not comfortable with a startup environment where you need to pick up a shovel, wear the hat of the hour and get things done, then this role is not for you. If you enjoy the lean startup work of shipping and growing new things, this is the role for you. Your success in this role will drive the utility of our platform and the various customer-facing offerings on top and ensure that fintech innovators can provide their customers with next-gen financial products while helping chart the course for Marqeta's next chapter of growth.
Primary Responsibilities


  • Get the various cross-functional teams inside Marqeta, set up for success to support our products, and ensure our products are running effectively day in and day out. Establish, drive and continuously improve processes that ensure our customers and customer-facing teams are informed of and well-prepared for product-driven changes.
  • Use data and when missing, enable a data-driven decision-making process for making decisions and improving products. Measure the quality of the products and services and identify opportunities to streamline recurring processes and pain points (e.g. onboarding and setup, TTV, manual deploys, operational flows, spreadsheets that could be replaced with queries) to make the team more efficient and effective.
  • Develop operational playbooks that define how we launch offerings, define the stages and checklist of stakeholder + partner approvals.
  • Work cross-functionally across teams to collect information about services, offerings, and requirements, and synthesize those insights into training material and reference documentation.
  • Assess potential features and developments to make a business case for what the team should pursue most urgently in order to ensure that the product operates as smoothly as possible, delighting our customers.
  • Formulate capacity plans, help with budget planning, measure and track against plans and keep the team updated regularly. Update dashboards and metrics to communicate progress to leadership and executive teams.
  • Collect user feedback and triage issues to bring to product and engineering teams; Collect internal and external feedback on product requirements and releases to feed future development and prioritization.
  • As we launch products, assist delivery teams with customer enablement.
  • Own and refine procedures and workflows to support customer escalations, transaction risk management, fulfill banks and regulatory compliance requirements, and technology incidents.
  • Work hand in hand with Product, Engineering, Production Support, Risk Ops, and external partners to troubleshoot and resolve issues in a systematic and timely fashion.

    Requirements

    • BA/BS degree with 6 years of operations strategy, product operations, or business consulting working directly with customers or similar analytical roles that worked closely with product and engineering teams as well as directly with customers.
    • Demonstrated excellence in building trusted partnerships with product and engineering teams, customer success, and operations functions to drive results that delight customers.
    • 3+ years of cross-functional project management and leadership experience.
    • Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders as well as customers and end-users.
    • You are a self-starter and can get your hands dirty, go get the data from multiple sources, synthesize it to inform, support, and build a narrative.
    • 3+ years of experience building dashboards using visualization tools such as Looker and any experience with CRM tools such as Zendesk, Salesforce would be desirable.
    • Data proficiency is critical, including but not limited to being proficient with data querying, analysis tools, and technologies (e.g. SQL, Looker, Datadog, Snowflake).
    • Experience with and strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders.

      Bonus points for

      • Experience as "first of function" to shape the role.
      • A huge plus for prior zero to one product development and launch experience with your fingerprints all over.
      • Experience building SaaS products.

Keywords: Marqeta, Inc., Oakland , Lead Product Operations Manager, Executive , Oakland, California

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