Senior Customer Support Operations Readiness Program Manager

Mercury
San Francisco, New York
Workplace: RemoteFull timeUSD 121,700 - 152,100 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Operational judgment","Prioritization","Organizational skills","Communication","Cross-functional collaboration"]

Own customer-support operational readiness as Mercury scales, coordinating launches, tooling changes, workflow updates, and process improvements. Partner with Support, Product, Risk, Engineering, and Enablement to align requirements early and reduce downstream friction. Drive recurring readiness motions and communications, maintain a centralized roadmap with dependencies, and measure post-launch outcomes to iteratively improve readiness plans and enablement materials.

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FursaFursa
Mercury
Mercury
3 days ago

Senior Customer Support Operations Readiness Program Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own customer-support operational readiness as Mercury scales, coordinating launches, tooling changes, workflow updates, and process improvements. Partner with Support, Product, Risk, Engineering, and Enablement to align requirements early and reduce downstream friction. Drive recurring readiness motions and communications, maintain a centralized roadmap with dependencies, and measure post-launch outcomes to iteratively improve readiness plans and enablement materials.
Location: San Francisco, New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Coordinate operational readiness activities for customer support impacting initiatives, ensuring launches, tooling changes, and process updates roll out smoothly.
  • •Partner with Support, Product, Risk, Engineering, and Enablement to align operational requirements early and reduce downstream support friction.
  • •Own recurring readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment.
  • •Maintain a centralized roadmap for upcoming customer support impacting initiatives, clarifying dependencies and readiness needs for stakeholders.
  • •Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support documentation, processes, training, and internal knowledge resources are in place.

Pay and Benefits

Salary: USD 121,700 - 152,100 annually
Equity and Bonus:Equity

Key Requirements

  • •3-5 years of experience in operations readiness, support operations, enablement, program management, or similar roles in SaaS/fintech/technology environments.
  • •Experience coordinating cross-functional initiatives across multiple teams.
  • •Demonstrated judgment in prioritizing competing operational work and making tradeoffs in fast-moving environments.
  • •Experience improving operational processes and documentation, with strong organizational and prioritization skills.
  • •Experience leading operational change initiatives such as launch readiness, process adoption, workflow implementation, or support enablement.
Experience:3-5 yearsSaaSFintechTechnologyOperations readinessSupport operationsEnablement
Skills:Operational judgmentPrioritizationOrganizational skillsCommunicationCross-functional collaboration
Tech Stack:ZendeskLinearSalesforceGoogle SheetsSQL

Company Brief

Mercury
Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn