Customer Support Strategic Program Manager

🕒 June 3

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

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

💵 $109.5k - $152.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Mercury

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

Fintech • Finance • SaaS

Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

📋 Description

• Drive strategic and operational programs across Customer Experience, helping teams execute against high-impact initiatives that improve the customer and agent experience • Partner cross-functionally with teams including Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to coordinate work, manage dependencies, and maintain alignment • Help structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for execution • Support improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scales • Contribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organization • Use data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiatives • Drive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectively • Focus on simplification — creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teams

🎯 Requirements

• 4–6 years of experience in program management, operations, customer experience, support strategy, or related roles • Experience leading or contributing to cross-functional programs with multiple stakeholders and moving parts • Strong organizational and execution skills with the ability to manage timelines, priorities, and follow-through across several initiatives simultaneously • Comfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet exist • Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization • A thoughtful, low-ego approach to partnership and problem-solving — you care about helping teams work better together • A bias toward action and continuous improvement, with an instinct for identifying friction and simplifying systems over time.

🏖️ Benefits

• base salary • equity (stock options/RSUs)