Senior Customer Support Service Delivery Program Manager

Job 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. - Help define what makes work ready to move. Develop clear criteria for when a workflow needs incubation, when it has reached sufficient maturity and stability to graduate, and which delivery model is best positioned to own it next. - Evaluate where AI-powered tooling could take on, augment, or reshape support work, and partner with the right teams to build a clear case for when automation creates a better customer and business outcome. - Lead approved service delivery transitions end to end, whether work is moving into incubation, graduating from incubation, transitioning between internal teams, or moving to an outsourced partner. Own the program from initial scoping and business case through readiness, migration, ramp, stabilization, and handoff into long-term operations. - Partner across Workforce Management, Enablement, QA, Support, and other teams to build transition plans that account for capacity, training, knowledge transfer, quality, tooling, and operational readiness. - Define success before a transition begins and measure whether the change actually delivered the intended customer, quality, capacity, and cost outcomes. - Establish clear readiness and stabilization criteria so transitions are judged by whether they work, not simply whether they launched on time. - Bring structure to complex, ambiguous service delivery questions, identifying the right analysis, stakeholders, dependencies, and tradeoffs required to move from uncertainty to a clear recommendation. - Build repeatable frameworks and approaches that make future service delivery decisions faster, clearer, and more consistent. - Use what we learn from each transition to continuously improve how Support evaluates where work should live and how changes should be executed. ### **We’re looking for someone who:** - 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. You know how to gather the right evidence, frame tradeoffs clearly, anticipate objections, and create alignment among senior stakeholders. - Thinks in systems. You naturally look beyond the performance of an individual team to understand how the broader service delivery model works and where changing it could produce a better outcome. - Is analytically rigorous and commercially minded. You’re comfortable working with operational and financial data, testing assumptions, building business cases, and making recommendations when the answer isn’t obvious. - Exercises strong judgment in ambiguous environments. You can take a question like “Is this still the right place for this work?” and determine what evidence, tradeoffs, and perspectives are needed to answer it well. - Can move seamlessly from recommendation to execution. You’re as comfortable developing the case for a service delivery change as you are working through the details required to make it successful. - Influences effectively without relying on formal authority. You know how to align teams with different priorities and constraints around a shared outcome. - Communicates complex decisions with clarity. You can explain the customer impact, operational implications, economics, and tradeoffs behind a recommendation without burying the decision in the analysis. - Holds a high bar for outcomes, not just completion. You care whether a transition delivered what we expected and are willing to revisit assumptions when the data tells us otherwise. ### **The ideal candidate may also 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 into a scaled delivery environment. - 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. Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. #LI-AS1 **Total Rewards** The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following**:** US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200—$192,800 USD US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800—$173,500 USD Canadian employees (any location): $145,800—$182,200 CAD