[Hiring] Senior Customer Support Service Delivery Program Manager @Mercury

Role Description

Mercury’s Customer Experience organization has its own increasingly complex network. As Mercury grows, the right place for support work will keep changing. Some new or complex work may benefit from starting in an incubation team before we know how it should scale. From there, it might move into Core Support, remain specialized, transition to an outsourced partner, or become increasingly supported by AI-powered tooling. The challenge is knowing where work belongs at each stage of its lifecycle, when it’s ready to move, and how to make those transitions without compromising the customer experience.

For the first 9–12 months, a significant majority of your work will focus on our growing BPO partnership. You’ll identify opportunities to expand the work we deliver through that partnership, build the operational and financial case for doing so, align CX leadership around those recommendations, and lead approved transitions from initial scoping through stabilization.

Over time, the scope will broaden. You’ll apply the same thinking across our wider service delivery ecosystem, helping us evaluate when work should enter an incubation model, when it is ready to graduate, and whether its next home should be Core Support, a specialized team, an outsourced partner, AI-powered tooling, or another model as our capabilities evolve.

You won’t be the sole decision-maker on where work lives. Your role is to develop the recommendation: bring together the data, customer impact, operational realities, and tradeoffs; build a compelling case; and help CX leadership reach a well-informed decision. Once a direction is approved, you’ll own the program that turns it into reality.

This is a role for someone who can move fluidly between strategy and execution. You should be equally energized by building a strong argument for how our service delivery model should evolve and by working through the operational details required to make that change succeed.

In this role, you will:

• Lead high-impact programs that evolve how CX delivers support, with the first 9–12 months heavily focused on expanding and optimizing our BPO partnership.
• Identify opportunities to move work to a different service delivery model and build the case for change using customer, operational, and financial data.
• Help define what makes work ready to move.
• Evaluate where AI-powered tooling could take on, augment, or reshape support work.
• Lead approved service delivery transitions end to end.
• Partner across Workforce Management, Enablement, QA, Support, and other teams to build transition plans.
• Define success before a transition begins and measure whether the change actually delivered the intended outcomes.
• Establish clear readiness and stabilization criteria.
• Bring structure to complex, ambiguous service delivery questions.
• Build repeatable frameworks and approaches for future service delivery decisions.
• Use what we learn from each transition to continuously improve how Support evaluates where work should live.

Qualifications

• 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 and has personally led significant transitions of operational work into a BPO or similar partner environment.
• Understanding of the operational machinery behind successful BPO transitions.
• Ability to build a strong recommendation without needing to own the final decision.
• Thinks in systems and understands the broader service delivery model.
• Analytically rigorous and commercially minded.
• Exercises strong judgment in ambiguous environments.
• Can move seamlessly from recommendation to execution.
• Influences effectively without relying on formal authority.
• Communicates complex decisions with clarity.
• Holds a high bar for outcomes, not just completion.

Requirements

• Experience designing or evolving a multi-tier customer support service delivery model.
• Experience with BPO expansions, outsourced operations, vendor launches, or team and site stand-ups.
• Experience moving work between different internal delivery models.
• Experience evaluating how automation and AI-assisted support change the economics, complexity, or appropriate placement of customer support work.
• Experience with incubation or pilot operating models.
• Experience using SQL, Google Sheets, or business intelligence tools to evaluate operational performance.
• Experience in fintech, financial services, or another regulated environment.

Benefits

• Base salary, equity (stock options/RSUs), and benefits.
• Highly competitive salary and equity ranges within the SaaS and fintech industry.
• New hire offers based on experience, expertise, geographic location, and internal pay equity.
• Target new hire base salary ranges for this role:
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 — $192,800 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 — $173,500 USD
• Canadian employees (any location): $145,800 — $182,200 CAD

Company Description

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.