Mercury
·Customer Service
Senior Customer Support Operations Readiness Program Manager
About this role
Drive operational readiness for Customer Support at Mercury, a fintech company. Coordinate cross-functional launches, tooling updates, and workflow changes across Support, Product, Risk, Engineering, and Enablement teams. Build systems that keep teams aligned, prepared, and executing change with confidence in a fast-scaling environment.
Must have
3-5 years experience in operations readiness, support operations, enablement, or program management within SaaS, fintech, or technology environments
Experience coordinating cross-functional initiatives across multiple teams
Demonstrated judgment in prioritizing competing operational work in fast-moving environments
Experience improving operational processes and documentation
Exceptional prioritization and organizational skills with track record of balancing multiple complex initiatives
Strong written and verbal communication skills to distill complexity into clear actionable updates
Experience leading operational change initiatives including launch readiness and support enablement
High degree of ownership and bias toward action with strong attention to detail
Comfort operating in ambiguous environments where priorities continue to evolve
Strong collaborative instincts and ability to build trust across teams with different goals
Technologies
Responsibilities
Coordinate operational readiness activities across customer support impacting initiatives
Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams
Own recurring operational readiness motions and communications for Customer Support
Maintain centralized roadmap of upcoming customer support impacting initiatives
Lead readiness planning for new product launches, workflow changes, and tooling updates
Partner with stakeholders to ensure readiness deliverables are completed on time and escalate risks
Review change requests, identify operational risks, and improve launch readiness
Establish timelines, track dependencies, and coordinate implementation with technical partners
Improve operational processes for intake, implementation tracking, and launch coordination
Track launch outcomes, adoption, and support impact to identify improvement opportunities
Partner with Learning and Development to create scalable enablement materials
Evaluate effectiveness of operational readiness initiatives and iterate on processes
Recruitment process
Role sits at center of customer support impacting initiatives across the organization
Some initiatives require deep cross-functional orchestration across many stakeholders
Others rely on strong operational judgment, fast execution, and consistent follow-through
Total rewards package includes base salary, equity, and benefits
Salary ranges updated regularly using reliable compensation survey data
New hire offers based on experience, expertise, geographic location, and internal pay equity
Mercury is a fintech company, not an FDIC-insured bank
Banking services provided through Choice Financial Group and Column N.A., Members FDIC
Mercury values diversity and belonging and is an Equal Employment Opportunity employer
Committed to providing reasonable accommodations throughout recruitment process
