Senior Customer Support Service Delivery Program Manager

Описание

This role involves leading high-impact programs to evolve how Customer Experience (CX) delivers support, with a significant focus on expanding and optimizing the Business Process Outsourcing (BPO) partnership. You will identify opportunities to transition work between different service delivery models, build compelling business cases using data, and lead approved transitions from initial scoping through stabilization.

Responsibilities

• 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, developing clear criteria for incubation, maturity, and appropriate delivery models
• Evaluate where AI-powered tooling could take on, augment, or reshape support work, and partner with teams to build a clear case for automation
• Lead approved service delivery transitions end to end, from initial scoping and business case through readiness, migration, ramp, stabilization, and handoff
• 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 delivered the intended customer, quality, capacity, and cost outcomes
• Establish clear readiness and stabilization criteria for judging transitions
• Bring structure to complex, ambiguous service delivery questions, identifying analysis, stakeholders, dependencies, and tradeoffs
• Build repeatable frameworks and approaches for faster, clearer, and more consistent service delivery decisions
• Use learnings from each transition to continuously improve how Support evaluates where work should live and how changes should be executed

Requirements

• Has 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field
• Has deep experience with outsourced service delivery and has personally led significant transitions of operational work into a BPO or similar partner environment
• Understands the operational machinery behind successful BPO transitions, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization
• Can build a strong recommendation without needing to own the final decision, gathering evidence, framing tradeoffs, anticipating objections, and creating alignment
• Thinks in systems, understanding how the broader service delivery model works and where changes could produce better outcomes
• Is analytically rigorous and commercially minded, comfortable with operational and financial data, testing assumptions, and building business cases
• Exercises strong judgment in ambiguous environments, determining needed evidence, tradeoffs, and perspectives to answer complex questions
• Can move seamlessly from recommendation to execution, comfortable developing a case and working through operational details
• Influences effectively without relying on formal authority, aligning teams with different priorities and constraints
• Communicates complex decisions with clarity, explaining customer impact, operational implications, economics, and tradeoffs
• Holds a high bar for outcomes, not just completion, caring whether a transition delivered expected results

Nice to have

• 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, such as from incubation to Core Support or between specialized and scaled support teams
• 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, including determining when new or complex work should be isolated for learning and when it is ready to graduate
• Experience using SQL, Google Sheets, or business intelligence tools to evaluate operational performance and build business cases
• Experience in fintech, financial services, or another regulated environment where risk and operational complexity influence how work can be delivered

We offer

• The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits
• Salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data
• New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity
• Target new hire base salary for US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200—$192,800 USD
• Target new hire base salary for US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800—$173,500 USD
• Target new hire base salary for Canadian employees (any location): $145,800—$182,200 CAD
• Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer