← All roles

Senior Customer Support Service Delivery Program Manager

Mercury· Support
Apply on company site
Hybrid (San Francisco, CA; New York, NY; Portland, OR; Remote within Canada or United States)$154.2k - $192.8kFull-timePosted 4d ago

About the role

Senior role focused on evolving Mercury’s customer support service delivery model, with initial emphasis on expanding a growing BPO partnership, and later broadening scope to incubation, Core Support, specialized teams, or outsourced/AI-enabled alternatives as the service delivery ecosystem evolves.

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; develop criteria for incubation, maturity, graduation, and best delivery model.
  • Evaluate where AI-powered tooling could augment or reshape support work and build a case for automation benefits.
  • Lead approved service delivery transitions end to end from scoping and business case through readiness, migration, ramp, stabilization, and handoff to long-term operations.
  • Partner with Workforce Management, Enablement, QA, Support, and other teams to build transition plans addressing capacity, training, knowledge transfer, quality, tooling, and readiness.
  • Define success metrics before transitions begin and measure outcomes across customer impact, quality, capacity, and cost.
  • Establish readiness and stabilization criteria to judge transitions by effectiveness, not just launch timing.
  • Bring structure to complex service delivery questions, identifying analyses, stakeholders, dependencies, and tradeoffs to reach clear recommendations.
  • Build repeatable frameworks to accelerate future service delivery decisions.

Qualifications

  • 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or related field.
  • Deep experience with outsourced service delivery and leading 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 for BPO transitions.
  • Ability to build and present a strong recommendation without owning the final decision; capable of gathering evidence and aligning senior stakeholders.
  • Systems thinking approach to understand broader service delivery model impacts.
  • Analytical rigor with comfort in operational and financial data, building business cases, and making recommendations under ambiguity.
  • Judgment in ambiguous environments with ability to determine evidence, tradeoffs, and perspectives needed to answer complex questions well.
  • Capability to move from recommendation to execution and handle detailed execution work.
  • Influences effectively without formal authority and aligns diverse teams around a shared outcome.
  • Clear communication of decisions, including customer impact, operational implications, economics, and tradeoffs.

Skills

Required:Strategic program managementOutsourced service deliveryData-driven decision makingChange management
Last updated Oct 21, 2026. Interested? Apply on the company site.
Mercury logo

About Mercury

Online Business Banking For Startups & Small Businesses | Financial Workflows

Powerful banking. Simplified finances. Apply in 10 minutes for business banking that transforms how you operate.

bankingfinancial workflowsbusiness bankingmobile bankingcorporate cardscredit cardsdeposit insurancetreasury
Company profileWebsite

More open roles at Mercury