Senior Customer Support Service Delivery Program Manager

🔥 2 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

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

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

💵 $138.8k - $173.5k / year

⏰ Full Time

🟠 Senior

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Lead high-impact programs evolving CX support delivery, initially focused on expanding and optimizing Mercury’s BPO partnership • Identify opportunities to move work between service delivery models and build customer, operational, and financial cases for change • Define readiness, maturity, graduation, and ownership criteria for workflows • Evaluate opportunities for AI-powered tooling to take on, augment, or reshape support work • Lead approved transitions end to end, from scoping and business case through readiness, migration, ramp, stabilization, and operational handoff • Partner with Workforce Management, Enablement, QA, Support, and other teams on capacity, training, knowledge transfer, quality, tooling, and readiness • Define and measure customer, quality, capacity, and cost outcomes • Establish readiness and stabilization criteria • Structure complex service delivery questions and identify stakeholders, dependencies, and tradeoffs • Build repeatable service delivery decision frameworks • Continuously improve Support’s approach based on transition learnings

🎯 Requirements

• 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field • Deep experience with outsourced service delivery • Personally led significant transitions of operational work into a BPO or similar partner environment • Understanding of workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization • Ability to build recommendations using evidence, frame tradeoffs, anticipate objections, and align senior stakeholders • Analytical rigor and commercial mindset • Comfort working with operational and financial data, testing assumptions, building business cases, and making recommendations • Strong judgment in ambiguous environments • Ability to move from recommendation to execution • Ability to influence without formal authority • Ability to communicate complex decisions clearly • High ownership of outcomes • Ideal: experience designing or evolving a multi-tier customer support service delivery model • Ideal: experience with BPO expansions, outsourced operations, vendor launches, or team and site stand-ups • Ideal: experience moving work between internal delivery models • Ideal: experience evaluating automation and AI-assisted support • Ideal: experience with incubation or pilot operating models • Ideal: experience using SQL, Google Sheets, or business intelligence tools • Ideal: experience in fintech, financial services, or another regulated environment

🏖️ Benefits

• Base salary • Equity (stock options/RSUs) • Benefits package • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs