Operations Readiness Program Manager – Customer Support Readiness

Job Description

Senior Customer Support Operations Readiness Program Manager | Mercury

The Tone:
This is a full-time role at Mercury, located remotely across the US (including New York City, Los Angeles, Seattle, or the San Francisco Bay Area) or Canada. Mercury is a fintech company providing banking services through partner banks. This role is essential for scaling Customer Support by building and continuously improving the operational readiness systems that keep teams aligned, prepared, and informed through constant change. You will act as Mission Control for Customer Support, ensuring complex initiatives are introduced thoughtfully and executed smoothly to reduce friction.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote, New York City, Los Angeles, Seattle, San Francisco Bay Area, Canada (any location)
• Pay: $109500–$152100 yearly
• Team: Cross-functional, partnering across Support, Product, Risk, Engineering, and Enablement teams
• Mission: Operationalize and continuously improve systems that keep Customer Support aligned, prepared, and informed through constant change.
• Tech Stack: Zendesk, Linear, Salesforce, Google Sheets, SQL

What You’ll Actually Do
• Coordinate: Orchestrate operational readiness activities for customer support initiatives, ensuring smooth implementation of launches, tooling changes, and process updates.
• Own: Drive recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment.
• Lead: Spearhead readiness planning for new product launches, workflow changes, and tooling updates, preparing support teams with documentation, processes, training, and knowledge resources.
• Review: Evaluate customer support impacting change requests, identify operational risks, and partner with stakeholders to improve launch readiness and post-launch outcomes.
• Improve: Enhance operational processes for intake, implementation tracking, and launch coordination as the organization scales, tracking launch outcomes and adoption.

The Must-Haves
• Background: Senior Individual Contributor with core domain knowledge in operations readiness, support operations, enablement, or program management within SaaS, fintech, or technology environments.
• Experience: 3-5 years of experience in operational roles, coordinating cross-functional initiatives across multiple teams and leading operational change initiatives like launch readiness or process adoption.
• Skills: Exceptional prioritization and organizational skills, strong written and verbal communication, a high degree of ownership with a bias toward action and strong attention to detail, and comfort operating in ambiguous environments.
• Bonus: Experience coordinating product launches or tooling rollouts, improving operational workflows or documentation, familiarity with Zendesk, Linear, Salesforce, or using data like Google Sheets/SQL to evaluate performance.