Lead Product Manager, Customer Experience
Marqeta is seeking a Lead Product Manager, Customer Experience to lead the strategy, development, and evolution of enterprise applications that power the experiences of our customers, bank partners, and internal operations teams.. You will own a suite of tools and platforms across cardholder support, identity management, business intelligence and many more, all while championing an AI-centric mindset that enhances automation, personalization, and decision-making.
In this role, you will work within a team of product managers, designers, and engineers who work cross-functionally with all teams, and at all levels of the organization. We’re looking for a hands-on product manager who will own the future roadmap of the Customer Experience products. You’ll be responsible for delivering high-impact solutions that simplify complex operational workflows, surface intelligent insights, and enable secure, seamless interactions across the Marqeta ecosystem. You’ll work cross-functionally with Engineering, Design, Data Science, Support, and customers to shape how we serve enterprise clients at scale.
We work Flexible First. This role can be performed remotely anywhere within the Greater Toronto Area, Ontario or Vancouver Metro Area, BC. We’d love for you to join us!
The Impact You'll Have
- Champion the voice of the customer. Advocate for their needs, translate feedback into product improvements, and ensure their experience is central to roadmap decisions.
- Own the product vision and roadmap for Marqeta’s enterprise applications used by customers and internal teams, ensuring solutions are scalable, secure, and intuitive.
- Lead cross-functional Scrum teams through the ideation, design, development, and launch of new Dashboard and administrative features.
- Identify opportunities to leverage AI to streamline operations, enhance decision-making, and improve user experiences across the Dashboard and internal tools.
- Own and evolve the developer experience. Think deeply about how our customers interact with our products—across APIs, dashboards, and integrations—and find ways to improve usability, reduce friction, and make Marqeta the standard for excellence in developer experience.
- Drive next-generation experiences across cardholder support, identity management, and business intelligence.
- Conduct user research and testing to understand behavior, uncover pain points, and inform product decisions.
- Define user personas, perform market analysis, and translate insights into clear, actionable product requirements.
- Balance customer needs, operational workflows, and technical feasibility across support, identity, and data domains.
Establish KPIs and lead cross-functional teams in setting and measuring progress toward qualitative and quantitative goals. - Collaborate across Product, Engineering, Revenue, Operations, Legal, Compliance, Security, and Finance to evaluate scope, impact, and priorities.
- Build alignment and evangelize a shared product vision that drives meaningful outcomes and business growth.
- Engage regularly with users and internal stakeholders to gather feedback and shape product direction.
- Serve as the subject matter expert for your product area.
Who You Are
- 7+ years experience as a product manager or equivalent experience.
- You have a track record of shipping (success and failures, alike) -- and have a history of driving customer and business impact.
- You are a learner, scrappy, take full ownership and thrive in a dynamic and ambiguous environment.
- A passion for user-centered design and making users’ lives better.
- Deep curiosity and understanding of AI-powered product experiences, especially those that improve operations, user enablement, or insight generation.
- Strong customer empathy and experience shaping product direction and execution based on user and customer needs.
- Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction, and leverage data to prove out concepts and test new features.
- Strong understanding of agile product development, delivery and tools.
- Ability to communicate clearly to both technical and non-technical audiences.
- Excellent technical acumen, curiosity, and familiarity with new technologies, APIs, programming languages, and databases.
- Proven track record of driving measurable impact through product development, especially across complex stakeholder groups.
- Strong communicator and systems thinker with the ability to manage ambiguity and prioritize effectively.
Nice-To-Haves
- Past experience in building best-in-class enterprise web and/or complex financial applications.
- Experience building or launching Generative AI features in enterprise products (e.g., chat assistants, auto-summarization, insight generation)
- Experience in or deep understanding of the payments industry, the various players in the ecosystem and their associated needs and pain points.
Your Manager
Typical Process
- Application submission
- Recruiter phone call
- Hiring manager video call
- Virtual “Onsite” consisting of 4, 45 min calls
- Presentation
- 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.
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: 129,300 - 161,600
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
- 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
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