Mercury
·Product Management
Senior Customer Support Operations Readiness Program Manager
About this role
Lead operational readiness for Mercury's Customer Support, coordinating cross-functional launches, tooling updates, and workflow changes across Support, Product, Risk, and Engineering. Drive the systems that keep teams aligned, prepared, and executing change with confidence in a fast-scaling fintech environment.
Must have
3-5 years experience in operations readiness, support operations, enablement, or program management in SaaS, fintech, or technology
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 workflow implementation
High degree of ownership and bias toward action with strong attention to detail
Comfort operating in ambiguous environments where priorities and processes 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 ensuring smooth implementation
Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement to align on requirements early
Own recurring operational readiness motions and communications including weekly change updates and launch coordination
Maintain centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies
Lead readiness planning for new product launches, workflow changes, and tooling updates with documentation and training
Partner with stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed
Review change requests, identify operational risks and support implications, and improve launch readiness
Establish timelines, track dependencies, and coordinate implementation with Systems Administrators and technical partners
Improve operational processes for intake, implementation tracking, and launch coordination as organization scales
Track launch outcomes, adoption, and support impact to identify opportunities for future improvements
Partner with Learning and Development to create scalable enablement materials for new tools and workflows
Evaluate effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies
Benefits
Recruitment process
Role sits at center of customer support impacting initiatives across Support, Product, Risk, Engineering, and Enablement
Some initiatives require deep cross-functional orchestration; others rely on operational judgment and fast execution
Total rewards package includes base salary, equity stock options or RSUs, and benefits
Salary ranges updated regularly using reliable compensation survey data for SaaS and fintech industry
Mercury is a fintech company, not an FDIC-insured bank; banking services through Choice Financial Group and Column N.A.
Mercury values diversity and belonging and is an Equal Employment Opportunity employer
Reasonable accommodations provided throughout recruitment process for applicants with disabilities or special needs
Similar offers
DMS Product Portfolio Manager
60,820 – 76,025 CAD
/ year
Director, Commercial Analytics
130,000 – 200,000 CAD
/ year
Solution Advisor
96,197 – 119,377 CAD
/ year
Senior Product Manager
166,000 – 224,000 USD
/ year
Program Manager, Workforce Planning
128,400 – 173,700 CAD
/ year