139K–193K USD / year
Senior Customer Support Service Delivery Program Manager
OperationsWorkplace — US (various cities)
Published on 2026-10-16
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
The role focuses on optimizing and expanding a BPO partnership while evolving Mercury's customer experience delivery operations. You'll lead program transitions to improve service delivery models, support transitions, and evaluate the integration of AI tools.
About the company
Mercury provides banking and financial software for startups, combining business accounts, cards, and money-management tools designed for venture-backed companies.
What you'll do
- Lead programs to evolve CX support delivery
- Build operational and financial cases for service changes
- Define criteria for service model transitions
- Evaluate AI-powered tooling opportunities
- Manage transitions from initial scoping to stabilization
- Partner across teams to build transition plans
- Define success metrics for transitions
- Continuously improve service delivery strategies
What we're looking for
- 6+ years in strategic program management or related field
- Experience with outsourced service delivery
- Understanding of successful BPO transitions
- Ability to build strong recommendations
- Systems thinking approach
- Analytical and commercially minded
- Strong judgment in ambiguous environments
- Ability to influence without formal authority
Nice to have
- Experience designing multi-tier support models
- Experience with BPO expansions
- Experience in fintech or regulated environments
- Familiarity with SQL or business intelligence tools