Project Manager, Onboarding

Job Description

Position Summary

Marqeta is seeking an Onboarding Project Manager to join the Customer Support Operations team. The Customer Support Operations team is the heart of the customer experience with Marqeta and our mission is to become an essential partner to our customers by exceeding their expectations with outstanding products and services. The goal is to enhance the onboarding experience for all of the Customer Support Operations functions: Disputes and Chargebacks, Fraud Monitoring, KYC, KYB, Customer Service, and Settlement Controls. In this role, you will be an integral part of the implementation of new onboarding processes to build a delightful customer experience for our partners.

What You'll Do

• Create and manage project plans for the onboarding of new customers into the different Customer Support Operations functions.
• Create and manage project plans for the onboarding and deployment of new products/tools into the different Customer Support Operations functions.
• Engage internal stakeholders to review project progress and task-level status.
• Contribute to the development of processes and related documentation for customers and for the Customer Support Operations team to leverage as part of the team’s ongoing improvement.
• Identify opportunities for onboarding process improvements.
• Manage multiple customers in various stages of the onboarding process - answering questions as they arise.
• Liaise with the Product and Customer Support Operations teams to solve issues arising with customers or with internal processes.

What We're Looking For

• 1-2 years of client-facing and project management experience.
• Familiarity with project management software tools.
• Self-starter and ability to take initiative in driving projects.
• Detailed oriented with excellent organizational and planning skills.
• Ability to manage through multiple functions throughout the Customer Support Operations team.
• A collaborative work style.
• Ability to manage competing priorities and delivery with high quality.
• Experience talking to customers.

Nice-To-Haves

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