Continuous Improvement Lead

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).

As the Continuous Improvement Lead you will focus on identifying improvement opportunities across all functions throughout Marqeta. This role will lead process improvement initiatives to optimize quality, speed, and cost efficiency while maintaining compliance and scalability. You will collaborate cross functionally with operations, compliance, product and engineering teams to identify root causes, reduce operational friction, and implement sustainable solutions.  In the first year, this role will focus on process improvements within our payment operations teams including cardholder support operations and disputes operations. 

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’ll Do

• Lead end to end process improvement initiatives across payment operations including contact center, risk operations, chargebacks and disputes, managed fraud, and other areas of payment operations. 


• Utilize Lean, Six Sigma and DMAIC methodologies to analyze workflows, eliminate inefficiencies and reduce defects. 


• Partner with Operations SMEs and Product Managers to develop solutions to reduce errors and improve quality outcomes for our customer contact center and payment operations teams. 


• Lead the establishment metrics and deploy measurement programs for program and process effectiveness and to gauge overall initiative success. 


• Define and analyze activities between processes to identify gaps in handoffs and potential areas to improve via automation. 


• Facilitate and lead workshops to uncover pain points and co-create solutions with front line teams. 


• Develop business cases, process maps and implementation plans for proposed changes. 


• Collaborate with compliance and risk teams to ensure process changes align with regulatory obligations (e.g. Reg E, Reg Z) 


• Serve as a thought partner and subject matter expert on operational excellence within the payments ecosystem. 


• Champion a data-driven, customer-centric approach to operational design and improvement. 


• Leverage RPA technology to automate processes and develop a RPA technology strategy in partnership with IT. 


• Identifies change management opportunities and partners with leadership to develop change management plans. 

What We’re Looking For

• BA/BS degree in industrial engineering or related field or similar work experience in related industry. 


• 8+ years of leading process improvement  programs and leadership experience


• 2+ years of experience in a contact center or outsourcing environment


• Strong facilitation skills - experience leveraging virtual collaboration tools to document brainstorming, project plans and decisions. 


• Certification with Six Sigma Methodologies or other process improvement certifications


• Proficient in process mapping tools (Lucidchart) and data analysis (Advanced Excel, SQL or Looker). 


• Excellent analytical and problem solving skills with a history of hands-on analysis.  


• Ability to establish credibility and rapport with technical and non-technical team members alike.


• Strong organizational, communication, and relationship building skills conducive to driving consensus


• Ability to master payment knowledge and technologies relevant to the program.


• Ability to travel internationally 

Nice-To-Haves

• 3  year of payments or compliance experience - working in the financial services industry or leading/managing programs 


• Experience with RPA technology and AI


• PROSCI Change Management certification 

Your Manager

• Tabitha Press

Recruiter

• Agata Wojciechowska

Typical Process

• Application submission


• Recruiter video call


• Hiring manager video call


• Virtual “Onsite” consisting of 5, 45 min - 1hr video calls


• Offer!