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Mercury

Senior Customer Support Service Delivery Program Manager

Mercury

. Lead high-impact programs evolving CX support delivery, initially focused on expanding and optimizing Mercury’s BPO partnership .

Posted 10/16/2026full-timeRemote • United States, CanadaSenior💰 $138,800 - $173,500 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in strategic program management and customer experience operations, with a strong focus on optimizing service delivery models and leading transitions in outsourced environments. Proficient in analyzing operational and financial data to build business cases and drive decision-making.

Highest-signal resume keywords
Strategic Program ManagementCustomer Experience OperationsOutsourced Service DeliveryOperational Data AnalysisTransition Leadership

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Service Delivery OptimizationWorkforce PlanningQuality ManagementBusiness Case DevelopmentOperational Transition ManagementAI-Powered Tooling EvaluationSQLBusiness Intelligence ToolsFinancial AnalysisRamp Planning
Soft Skills
Analytical RigorInfluencing Without AuthorityClear CommunicationJudgment in Ambiguous EnvironmentsOwnership of Outcomes
Tools & Technologies
Google Sheets
Industry Keywords
BPO PartnershipFintechFinancial ServicesRegulated EnvironmentMulti-Tier Customer Support

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

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