Senior Customer Support Service Delivery Program Manager

In 1931, electrical draftsman Harry Beck looked at London’s Underground map and saw a system that had become too complicated to understand.

The maps at the time tried to represent the city geographically. Beck realized that wasn’t what riders actually needed. What mattered was how the system connected: which lines went where, where you could transfer, and the simplest way to get from one place to another. So he redrew the network around those relationsh...

Mercury’s Customer Experience organization has its own increasingly complex network.

Has 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
Has deep experience with outsourced service delivery and has personally led significant transitions of operational work into a BPO or similar partner environment.
Understands the operational machinery behind successful BPO transitions, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
Can build a strong recommendation without needing to own the final decision. You know how to gather the right evidence, frame tradeoffs clearly, anticipate objections, and create alignment among senior stakeholders.
Thinks in systems. You naturally look beyond the performance of an individual team to understand how the broader service delivery model works and where changing it could produce a better outcome.
Is analytically rigorous and commercially minded. You’re comfortable working with operational and financial data, testing assumptions, building business cases, and making recommendations when the answer isn’t obvious.
Exercises strong judgment in ambiguous environments. You can take a question like “Is this still the right place for this work?” and determine what evidence, tradeoffs, and perspectives are needed to answer it well.
Can move seamlessly from recommendation to execution. You’re as comfortable developing the case for a service delivery change as you are working through the details required to make it successful.
Influences effectively without relying on formal authority. You know how to align teams with different priorities and constraints around a shared outcome.
Communicates complex decisions with clarity. You can explain the customer impact, operational implications, economics, and tradeoffs behind a recommendation without burying the decision in the analysis.
Holds a high bar for outcomes, not just completion. You care whether a transition delivered what we expected and are willing to revisit assumptions when the data tells us otherwise.
Experience designing or evolving a multi-tier customer support service delivery model.
Experience with BPO expansions, outsourced operations, vendor launches, or team and site stand-ups.
Experience moving work between different internal delivery models, such as from incubation to Core Support or between specialized and scaled support teams.
Experience evaluating how automation and AI-assisted support change the economics, complexity, or appropriate placement of customer support work.
Experience with incubation or pilot operating models, including determining when new or complex work should be isolated for learning and when it is ready to graduate into a scaled delivery environment.
Experience using SQL, Google Sheets, or business intelligence tools to evaluate operational performance and build business cases.
Experience in fintech, financial services, or another regulated environment where risk and operational complexity influence how work can be delivered.

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered