Lead Product Manager, Customer Experience

Summary

Join Marqeta as a Lead Product Manager, Customer Experience to spearhead the strategy, development, and evolution of enterprise applications enhancing customer, partner, and internal team experiences. You will own a suite of tools and platforms, championing an AI-centric approach to boost automation, personalization, and decision-making. Collaborate with product managers, designers, and engineers across the organization to deliver impactful solutions simplifying workflows, providing intelligent insights, and ensuring secure interactions. This role involves shaping the customer experience at scale, working with Engineering, Design, Data Science, Support, and customers. The position offers flexible work arrangements within the Greater Toronto Area or Vancouver Metro Area. Lead the product vision and roadmap, leveraging AI to streamline operations and improve user experiences.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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