Remote opportunity at
MercurySenior Customer Support Service Delivery Program Manager
Mercury is seeking a Senior Customer Support Service Delivery Program Manager to lead initiatives that evolve how customer support is delivered. Over the first nine to…
Career Tools
About This Role
Mercury is seeking a Senior Customer Support Service Delivery Program Manager to lead initiatives that evolve how customer support is delivered. Over the first nine to twelve months, the primary focus will center on expanding and optimizing BPO partnerships by drafting operational and financial strategies and directing transitions from planning to stabilization. Over time, the scope will expand across the broader service delivery ecosystem to evaluate how work transitions between…
Job Description
Mercury is seeking a Senior Customer Support Service Delivery Program Manager to lead initiatives that evolve how customer support is delivered. Over the first nine to twelve months, the primary focus will center on expanding and optimizing BPO partnerships by drafting operational and financial strategies and directing transitions from planning to stabilization. Over time, the scope will expand across the broader service delivery ecosystem to evaluate how work transitions between incubation models, Core Support, specialized teams, outsourced vendors, and AI-powered tools.
This position requires an individual who can balance high-level strategy with hands-on execution. The successful candidate will build robust business cases using customer, operational, and financial data, aligning senior leadership without acting as the sole decision-maker. Once a direction is established, the program manager will oversee the entire transition lifecycle, collaborating closely with teams like Workforce Management, Enablement, QA, and Support to ensure readiness, manage capacity and knowledge transfer, and measure ongoing success against defined stabilization criteria.
Responsibilities
- Lead high-impact programs to evolve support delivery models, with an initial focus on expanding the BPO partnership
- Identify opportunities to alter service delivery models by utilizing customer, operational, and financial data
- Determine clear criteria for when workflows require incubation versus when they are ready to graduate into Core Support, specialized teams, or BPO partnerships
- Partner with relevant teams to evaluate the implementation of AI-powered tooling and automation for support work
- Manage end-to-end service delivery transitions from initial scoping through business cases, readiness, migration, ramp, stabilization, and handoff
- Collaborate across Workforce Management, Enablement, QA, and Support teams to establish robust transition plans
- Define success metrics and stabilization criteria to evaluate the outcomes of changes on quality, capacity, cost, and customer experience
- Build repeatable frameworks to streamline future service delivery decisions and operational changes
Requirements
- Possess at least 6 years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field
- Demonstrate deep experience with outsourced service delivery, including personally leading major operational transitions into a BPO or partner environment
- Understand the operational machinery of BPO transitions, such as workforce planning, forecasting, training, knowledge transfer, quality management, and ramp planning
- Demonstrate the ability to build strong recommendations, frame tradeoffs clearly, and align senior stakeholders without relying on formal authority
- Exhibit analytical rigor and commercial awareness through working with operational and financial data
- Show strong judgment in ambiguous environments and the ability to move seamlessly from strategic recommendations to execution
Qualifications
- Experience designing or evolving multi-tier customer support service delivery models
- Background in BPO expansions, outsourced operations, vendor launches, or team and site stand-ups
- Experience moving work between internal delivery models like incubation, Core Support, and specialized teams
- Experience evaluating the impact of automation and AI-assisted support on economics and workflow placement
- Familiarity with incubation or pilot operating models
- Proficiency in SQL, Google Sheets, or business intelligence tools for data evaluation and business case building
- Experience working in fintech, financial services, or other regulated environments
Core Skills
Benefits
- Base salary compensation
- Equity including stock options or RSUs
- Comprehensive total rewards package aligned with SaaS and fintech industry standards
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The source posting lists the location as remote, though specific geographic tiers apply to salary ranges.
What is the employment type?
The posting specifies that this is a full-time position.
What is the salary range for this position?
Target base salary ranges depend on geographic location: $154,200 to $192,800 USD for NYC, Los Angeles, Seattle, or SF Bay Area; $138,800 to $173,500 USD for other US locations; and $145,800 to $182,200 CAD for Canadian employees.
How many years of experience are required?
Candidates must have six or more years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.