As Marqeta’s Project Manager, Disputes Onboarding you will work with first-class Disputes Project Management Team-a key team driving the customer experience at Marqeta. Team mission is to become an essential partner to our customers by delivering a seamless, high-impact onboarding experience. In this role, you’ll play a critical part in designing and implementing onboarding processes that set our partners up for success within Marqeta’s Disputes offerings. Your work will directly contribute to delivering a smooth, scalable, and delightful onboarding experience.

This role will be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us!

What you will you’ll do

• Create and manage project plans for onboarding new customers into Marqeta’s Disputes products and services.
• Lead project planning and deployment of new tools and features within the Disputes ecosystem.
• Coordinate with internal teams to monitor progress, track tasks, and communicate status updates.
• Support process development and documentation for both internal teams and customers.
• Identify areas for improvement and help optimize onboarding workflows.
• Manage multiple customer onboarding engagements simultaneously, responding to questions and resolving issues as they arise.
• Partner with Product and Customer Support Operations teams to troubleshoot challenges and improve internal handoffs.

What We’re Looking for

• 1–2 years of experience in a client-facing role with project management responsibilities.
• Strong organizational and planning skills with a keen attention to detail.
• Familiarity with project management tools (e.g., Asana, Smartsheet, Jira).
• Self-starter with a proactive mindset and the ability to work independently.
  Comfortable working across cross-functional teams in a fast-paced environment.
• Strong communication skills and a collaborative work style.
  Ability to manage competing priorities while maintaining high-quality delivery.
• Experience working directly with customers.

Nice-to-haves

• Proficient in Visio/Lucidchart.
• Disputes and chargebacks knowledge.
• Payment processing knowledge.

Your Manager

• Lisa Valles 

Recruiter

• Agata Wojciechowska

Typical Process

• Application submission
• Recruiter video call
• Hiring manager video call
• Virtual “Onsite” consisting of 3, 45 min calls
• Offer!

Compensation and Benefits

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 PLN,  is: 117,200 - 146,500. The bonus target for this position is 10 % of the applicable base salary, subject to the plan terms and meeting eligibility requirements. 

Along with monetary compensation, Marqeta offers:

Monthly stipend for your home office equipment and connectivity
Annual development stipend to support your growth and development
Pension Scheme provided by Allianz
Employee health through Luxmed with employee cover paid at 100% by Marqeta
Four floating holidays as additional paid days off to your annual leave entitlement
In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite
MultiSport Plus membership offerings

As Marqeta’s  Manager of Service Delivery & Partner Performance, you'll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the driver's seat to revolutionize how we deliver exceptional cardholder experiences through data-driven insights, cutting-edge technology, and strategic partnerships.

You'll have the autonomy to identify opportunities, architect solutions, and implement change that measurably elevates our support operations and cardholder’s experience. Working with talented cross-functional teams and strategic BPO partners, you'll not only meet KPIs and SLAs—you'll redefine what excellence looks like in fintech customer support.

This is your opportunity to make a tangible impact on cardholders while building a high-performing support ecosystem. You'll shape performance standards, drive operational transformation, and create the frameworks that scale as Marqeta grows. If you thrive on turning data into action, building collaborative partnerships, and seeing your strategies deliver real results, this role is your platform to shine.

We work Flexible First. This role can be performed remotely in the United States, only in one of our National locations, which you can review here.

The Impact You’ll Have

• 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 

Who You Are

• 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

Nice-To-Haves

• Deep knowledge of payment processing, program management and/or issuing of debit and credit cards
• Demonstrated ability to manage and operate Amazon Connect
• Strong operational and customer-facing documentation skills with the ability to produce clear, engaging internal and external support guides
• Experience implementing and growing communication channels beyond phone and email
• Proven success in integrating AI solutions into BPO operations from generative AI tooling to agentic implementation of voice or chatbots

Your Manager

• Jena Baker, Ops Director of Global Customer Support Operations

Typical Process

• Application Submission
• Recruiter video call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!

Compensation and Benefits

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. 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 WA
• Premium 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 position is:

• National: $123,000 - $153,800
• Premium: $133,100 - $166,400
• Premium Plus: $144,700 - $180,900

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 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

As Marqeta’s  Workforce Management Lead, you will leverage your expertise in operational forecasting to build and own workforce planning, optimizing staffing and resource allocation across our fintech operations (BPO and internal teams). This role requires a proactive, data-driven professional who can drive operational rigor across multiple value-added services, including dispute handling, fraud operations, and contact center support, deliver accurate capacity planning in a fast-paced, dynamic environment and serve as a trusted advisor to our operations leaders.  As a new internal function, you will have strong influence in how WFM is developed within Marqeta.

This role will be performed in a hybrid work model (Tuesday, Thursday onsite) from our Warsaw office.  We’d love for you to join us!

The Impact You’ll Have

• Develop and maintain short- and long-term capacity plans for multiple customer-facing teams, including specialized dispute handling, chargebacks and contact center inquiries. In the future, further develop capacity models for resourcing of collections agents or in house QA teams
• Analyze historical data, business trends and forecast inputs to replace fragmented spreadsheets and create scalable systems for accurate volume forecasts and actionable staffing models that account for seasonal patterns, product launches, and regulatory requirements
• Drive strong WFM operational rigor across our BPO vendor and the various value added services, ensuring alignment on forecasting methodology, service level expectations and reporting standards
• Collaborate to design optimal staff schedules and manage real-time adherence, proactively identifying performance risks and recommending intraday adjustments to meet service level agreements
• Partner with cross-functional stakeholders (Operations, Finance, Go To Market, Training, QA) to understand business drivers, nuances within the operation, upcoming initiatives and volume impacts, translating them into workforce requirements, approved OTP for training and budget alignment; able to model multiple resulting scenarios to support informed decision-making, including tradeoffs
• Develop north star expectations for efficiency/productivity in our operations.  Monitor and analyze key contact center metrics (AHT, shrinkage, occupancy, service level, adherence, abandonment rates) specific to fintech operations and dispute resolution patterns
• Present capacity insights, staffing recommendations, and performance analysis to leadership
• Optimize multi-skill routing strategies and resource allocation across channels (phone, chat, email) to maximize efficiency and meet customer service objectives
• Continuously improve planning processes, tools, and reporting methodologies to drive greater forecast accuracy, operational efficiency, and planning sophistication. Influence Product/Eng roadmaps for agent system productivity/efficiency metrics
• Collaborate with BPO Workforce Management and MQ Operations and Finance teams to align on headcount planning, hiring timelines, budget allocation, and long-term capacity strategy
• Develop systems to oversee and ensure BPO billing accuracy across hiring, training and production delivery

Who You Are

• Bachelor degree or equivalent education
• 5+ years of experience in workforce management, capacity planning, or advanced business analytics within a fast-paced, service-oriented environment
• 3+ years in fintech, banking, payments or financial services operations
• Proven experience with dispute handling forecasting (chargebacks, fraud claims, payment disputes) and contact center operations & service KPIs
• Experience managing or coordinating BPO partners and various geographical sites
• Strong communication and collaboration skills
• Capable of operating autonomously and without an existing WFM playbook

Nice-To-Haves

• Experience with Snowflake, Datadog or advanced analytics (knowledge of SQL, Python, or experience analyzing CRM data like Salesforce or Zendesk or telephony data like Amazon Connect is a strong advantage)
• Knowledge of financial regulations (Reg E, Reg Z, ACH rules, card network guidelines)
• Familiarity with omnichannel forecasting (phone, chat, email, social media)
• CWPP (Certified Workforce Planning Professional) or similar certification
• Experience managing remote or distributed teams across multiple geographies
• Experience with early-stage organizations, building systems and tooling from the ground up; you’re motivated by building a foundation for future scale

Your Manager

• Katie Clark, Head of Partner Operations & Experience Transformation

Recruiter For This Role

• Agata Wojciechowska 

Typical Process

• Application Submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!

Compensation and Benefits

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 PLN,  is: 232,000 - 290,000. The bonus target for this position is 15% of the applicable base salary, subject to the plan terms and meeting eligibility requirements.

Along with monetary compensation, Marqeta offers:

• Monthly stipend for your home office equipment and connectivity
• Annual development stipend to support your growth and development
• Pension Scheme provided by Allianz
• Employee health through Luxmed with employee cover paid at 100% by Marqeta
• Four floating holidays as additional paid days off to your annual leave entitlement
• In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite
• MultiSport Plus membership offerings

As Marqeta’s  Manager of Service Delivery & Partner Performance you'll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the driver's seat to revolutionize how we deliver exceptional cardholder experiences through data-driven insights, cutting-edge technology, and strategic partnerships.

You'll have the autonomy to identify opportunities, architect solutions, and implement change that measurably elevates our support operations and cardholder’s experience. Working with talented cross-functional teams and strategic BPO partners, you'll not only meet KPIs and SLAs—you'll redefine what excellence looks like in fintech customer support.

This is your opportunity to make a tangible impact on cardholders while building a high-performing support ecosystem. You'll shape performance standards, drive operational transformation, and create the frameworks that scale as Marqeta grows. If you thrive on turning data into action, building collaborative partnerships, and seeing your strategies deliver real results, this role is your platform to shine.

We work Flexible First. This role can be performed remotely anywhere within Ontario or British Columbia, Canada. We’d love for you to join us!

This position is not for an existing vacancy.

The Impact You’ll Have

• 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 

Who You Are

• 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

Nice-To-Haves

• Deep knowledge of payment processing, program management and/or issuing of debit and credit cards
• Demonstrated ability to manage and operate Amazon Connect
• Strong operational and customer-facing documentation skills with the ability to produce clear, engaging internal and external support guides
• Experience implementing and growing communication channels beyond phone and email
• Proven success in integrating AI solutions into BPO operations from generative AI tooling to agentic implementation of voice or chatbots

Your Manager

• Jena Baker, Ops Director of Global Customer Support Operations

Typical Process

• Application Submission
• Recruiter video call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls

Compensation and Benefits

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: 114,500 - 143,000

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 offers

• Multiple health insurance options
• Flexible vacation time
• 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