Senior Customer Support Operations Readiness Program Manager @Mercury

Overview

Mercury is a fintech company looking for a Senior Customer Support Operations Readiness Program Manager to help improve and operationalize systems that support customer service during constant change. This role involves partnering with various departments to ensure that launches and operational initiatives are executed smoothly.

Key Responsibilities

• Coordinate operational readiness activities across customer support impacting initiatives, ensuring smooth implementation of launches and process updates.
• Partner cross-functionally with teams in Support, Product, Risk, Engineering, and Enablement to align operational requirements.
• Manage operational readiness motions and communications, including updates and launch coordination.
• Maintain a centralized roadmap of customer support initiatives, clarifying dependencies and readiness needs.
• Lead planning for new product launches and ensure support teams are equipped with proper documentation and training.
• Track launch outcomes and support impacts to identify future improvement opportunities.
• Collaborate with Learning & Development to create enablement materials for new tools and workflows.
• Iterate on operational readiness initiatives based on feedback and business needs.

Requirements

• 3-5 years of experience in operations readiness or similar roles within SaaS, fintech, or technological environments.
• Experience coordinating cross-functional initiatives.
• Strong judgment in prioritizing operational work and making tradeoffs in fast-paced environments.
• Exceptional organizational skills with a track record of managing multiple projects.
• Strong written and verbal communication skills.
• Ability to lead operational change initiatives.
• High degree of ownership and attention to detail.
• Comfort with ambiguity and evolving priorities.

Benefits

The total rewards package includes base salary, equity, and benefits. Competitive salary ranges for this role are:

• US employees in major cities: $121,700 — $152,100 USD
• US employees outside major cities: $109,500 — $136,900 USD
• Canadian employees: $115,000 — $143,700 CAD

Location

Remote within Canada or the United States. Candidates can also be located in San Francisco, CA, New York, NY, or Portland, OR.

How to Apply

To apply, please visit the Mercury careers page.