Senior Customer Support Operations Readiness Program Manager

🕒 3 days ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $121.7k - $152.1k / year

⏰ Full Time

🟠 Senior

📋 Program Manager

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Mercury

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💳 Fintech

🏦 Banking

☁️ SaaS

Fintech • Banking • SaaS

Mercury is a software-driven fintech that provides business and personal banking products built for startups and small to mid-size companies. Its platform offers business checking and savings, Treasury products, business credit cards and spend management, payments and invoicing, accounting integrations and AI-powered automations, plus APIs and developer tools. Mercury partners with FDIC-insured banks to offer deposit protection, emphasizes virtual cards, granular spend controls, and workflow automations for teams, agencies, ecommerce brands, VC funds, and crypto businesses. The product is positioned as an all-in-one banking and finance platform delivered through a modern app and API.

📋 Description

• Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly. • Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction. • Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives. • Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs. • Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support teams are prepared with documentation, processes, training, and internal knowledge resources. • Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed. • Review customer support impacting change requests, identify operational risks and support implications, and improve launch readiness and post-launch outcomes. • Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners. • Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales. • Track launch outcomes, adoption, and support impact to identify future improvements. • Partner with Learning & Development to create scalable enablement materials for new tools, workflows, and operational changes. • Evaluate operational readiness initiatives and iterate on processes, tooling, and communication strategies based on feedback and business needs.

🎯 Requirements

• 3–5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments • Experience coordinating cross-functional initiatives across multiple teams • Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments • Experience improving operational processes and documentation • Exceptional prioritization and organizational skills while balancing multiple complex initiatives • Strong written and verbal communication skills to distill operational complexity into clear, actionable updates • Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement • High degree of ownership, bias toward action, attention to detail, and operational quality • Comfort operating in ambiguous, evolving environments • Ability to build trust across teams with different goals, timelines, and working styles

🏖️ Benefits

• Base salary • Equity (stock options/RSU’s) • Benefits • Competitive salary and equity ranges • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs