Senior Customer Support Service Delivery Program Manager - Mercury

About the Role

Mercury’s Customer Experience organization operates an increasingly complex service delivery network. As Mercury grows, the right place for support work will evolve. Work may begin in an incubation team before scaling into Core Support, remaining specialized, transitioning to an outsourced partner, or being augmented by AI-powered tooling.

For the first 9–12 months, the majority of your work will focus on expanding and optimizing our BPO partnership. You will build operational and financial cases, align CX leadership, and lead transitions from initial scoping through stabilization. Over time, your scope will broaden across our entire service delivery ecosystem, helping evaluate when work enters incubation, when it graduates, and where it ultimately belongs.

In this role, you will:

• Lead high-impact programs that evolve how CX delivers support, focusing initially on expanding and optimizing our BPO partnership.
• Identify opportunities to move work across service delivery models and build business cases using customer, operational, and financial data.
• Define readiness and graduation criteria for workflows moving into or out of incubation models.
• Evaluate opportunities where AI-powered tooling can take on, augment, or reshape support workflows.
• Lead approved service delivery transitions end-to-end, managing initial scoping, business cases, migration, ramp, stabilization, and handoff.
• Partner across Workforce Management, Enablement, QA, and Support to build comprehensive transition plans covering capacity, training, and tooling.
• Define success criteria and measure whether transitions delivered target customer, quality, capacity, and cost outcomes.
• Bring structure to ambiguous service delivery questions and develop repeatable decision-making frameworks.

We’re looking for someone who:

• Has 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, or support operations.
• Has deep experience with outsourced service delivery and leading transitions of operational work into BPO or partner environments.
• Understands workforce planning, forecasting, training, knowledge transfer, QA, and ramp planning for operational transitions.
• Builds strong recommendations through data, trade-off analysis, and cross-functional alignment without needing sole decision ownership.
• Thinks in systems to understand how changes impact the broader service delivery ecosystem.
• Is analytically rigorous, commercially minded, and comfortable working with operational and financial models.
• Communicates complex decisions with clarity across varied stakeholder groups.

Bonus Points:

• Experience designing multi-tier customer support delivery models.
• Experience with BPO expansions, vendor launches, or site stand-ups.
• Experience evaluating AI-assisted support tooling and automation.
• Experience using SQL, Google Sheets, or BI tools for operational analysis.
• Background in fintech, financial services, or regulated operational environments.