Customer Support Strategic Program Manager

Customer Support Strategic Program Manager

San Francisco, CA, New York, NY, Portland, OR, or remote within Canada or United States

Buckminster Fuller popularized the concept of "tensegrity" structures that hold together not because of rigid hierarchy, but because carefully balanced forces create stability, flexibility, and strength at the same time.

As a CS Strategic Program Manager at Mercury, you'll help build that kind of operating system for Customer Experience. You won't do it through a heavyweight process or top-down control. You'll do it by creating alignment across teams, introducing clarity in ambiguous spaces, and designing programs that help the organization move with more coordination, confidence, and speed.

This role sits on Mercury's Customer Experience Strategy & Planning team and focuses on some of the most important operational and strategic work across CX. You'll help drive programs that improve how we support customers, scale operations, implement change, and partner cross-functionally across Product, Engineering, Learning & Development, Risk, and Systems Administration.

You'll be trusted to bring structure to evolving problems, connect dots across teams, and help turn good ideas into durable execution. The right person for this role is highly organized, deeply collaborative, and energized by improving how teams work together.

What You'll Do:

• Drive strategic and operational programs across Customer Experience, helping teams execute against high-impact initiatives that improve the customer and agent experience
• Partner cross-functionally with teams including Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to coordinate work, manage dependencies, and maintain alignment
• Help structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for execution
• Support improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scales
• Contribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organization
• Use data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiatives
• Drive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectively
• Focus on simplification creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teams

What You Bring to the Table:

• 46 years of experience in program management, operations, customer experience, support strategy, or related roles
• Experience leading or contributing to cross-functional programs with multiple stakeholders and moving parts
• Strong organizational and execution skills with the ability to manage timelines, priorities, and follow-through across several initiatives simultaneously
• Comfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet exist
• Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization
• A thoughtful, low-ego approach to partnership and problem-solving you care about helping teams work better together
• A bias toward action and continuous improvement, with an instinct for identifying friction and simplifying systems over time

The Ideal Candidate Will Also Have:

• Familiarity with tools like Zendesk, Asana, Notion, or similar operational platforms
• Experience working within Customer Support, Customer Experience, Operations, or other service-oriented organizations
• Comfort working with data in tools like Google Sheets, Looker, SQL, or similar platforms
• Exposure to change management, process improvement, or operational scaling initiatives
• Interest in designing systems and workflows that balance structure with flexibility

The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers.

Our Target New Hire Base Salary Ranges for This Role Are the Following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700 - $152,100
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500 - $136,900
• Canadian employees (any location): CAD $115,000 - $143,700

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.