Senior Customer Support Service Delivery Program Manager
Senior program manager on Mercury's Customer Experience team who decides where support work should live and leads the transitions — with the first 9–12 months focused on expanding and optimizing Mercury's BPO partnership, then broading across incubation teams, Core Support, specialized teams, and AI-powered tooling. Core work is building data-driven business cases and running end-to-end service de
- Compensation
- $138.8K–$192.8K / yr
- Location
- San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 6+ years
- Category
- Project management
- Posted
Skills
Must have
- 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 and personally led significant transitions of operational work into a BPO or similar partner environment
- Understands the operational machinery behind BPO transitions: workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization
- Can build a strong recommendation without owning the final decision: gather evidence, frame tradeoffs, anticipate objections, and align senior stakeholders
- Thinks in systems — understands how the broader service delivery model works beyond individual team performance
- Analytically rigorous and commercially minded — comfortable with operational and financial data, testing assumptions, and building business cases
- Strong judgment in ambiguous environments
- Can move seamlessly from recommendation to execution
- Influences effectively without relying on formal authority
- Communicates complex decisions with clarity, covering customer impact, operational implications, economics, and tradeoffs
- Holds a high bar for outcomes, not just completion; willing to revisit assumptions when data disagrees
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 incubation to Core Support or between specialized and scaled support teams
- Experience evaluating how automation and AI-assisted support change the economics, complexity, or placement of customer support work
- Experience with incubation or pilot operating models, including when new work should be isolated for learning and when it is ready to graduate into scaled delivery
- 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 delivery
Full description
In 1931, electrical draftsman Harry Beck looked at London’s Underground map and saw a system that had become too complicated to understand.
The maps at the time tried to represent the city geographically. Beck realized that wasn’t what riders actually needed. What mattered was how the system connected: which lines went where, where you could transfer, and the simplest way to get from one place to another. So he redrew the network around those relationships instead. His design became the foundation for the modern Tube map and changed how people navigated London.
Mercury’s Customer Experience organization has its own increasingly complex network.
As Mercury grows, the right place for support work will keep changing. Some new or complex work may benefit from starting in an incubation team before we know how it should scale. From there, it might move into Core Support, remain specialized, transition to an outsourced partner, or become increasingly supported by AI-powered tooling. The challenge is knowing where work belongs at each stage of its lifecycle, when it’s ready to move, and how to make those transitions without compromising the customer experience.
For the first 9–12 months, a significant majority of your work will focus on our growing BPO partnership. You’ll identify opportunities to expand the work we deliver through that partnership, build the operational and financial case for doing so, align CX leadership around those recommendations, and lead approved transitions from initial scoping through stabilization.
Over time, the scope will broaden. You’ll apply the same thinking across our wider service delivery ecosystem, helping us evaluate when work should enter an incubation model, when it is ready to graduate, and whether its next home should be Core Support, a specialized team, an outsourced partner, AI-powered tooling, or another model as our capabilities evolve.
You won’t be the sole decision-maker on where work lives. Your role is to develop the recommendation: bring together the data, customer impact, operational realities, and tradeoffs; build a compelling case; and help CX leadership reach a well-informed decision. Once a direction is approved, you’ll own the program that turns it into reality.
This is a role for someone who can move fluidly between strategy and execution. You should be equally energized by building a strong argument for how our service delivery model should evolve and by working through the operational details required to make that change succeed.
In this role, you will:
- 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. This could include recommending that emerging or complex work move into incubation, as well as determining when incubated work is mature enough to transition into Core Support, a specialized team, or our BPO partnership.