Senior Customer Support Strategic Program Manager

Summary

Join Mercury's Customer Experience (CX) team as a Senior Strategic Program Manager to lead complex, high-impact programs. You will architect progress, not just track it, by building scalable systems and helping teams work faster and smarter. This role requires collaboration with various teams, including CX Leadership, Product, Engineering, and Learning & Development. You will define and structure work, align stakeholders, and translate strategy into action. The ideal candidate thrives in ambiguity, excels in cross-functional collaboration, and possesses strong analytical and communication skills. You will mentor peers and continuously seek ways to improve program delivery.

Requirements

• Have 6+ years of program management experience, including 2–3+ years operating at a senior level across multiple functions or departments - ideally within a Customer Support or Customer Experience organization
• Have led complex, strategic initiatives from definition through execution, often without a clear playbook
• Operate autonomously, but always in partnership - you know when to pull others in and when to unblock yourself
• Make the complex feel approachable - balancing depth with clarity in how you frame problems and drive progress
• Balance strategic thinking with strong operational rigor - you love a well-scoped plan and a well-run meeting
• Have excellent written and verbal communication skills, and can tailor your message for execs, ICs, or cross-functional stakeholders alike
• Care about building trust, giving and receiving feedback, and making work better for others, not just yourself

Responsibilities

• Lead and deliver complex, cross-functional programs that shape how we support customers from evolving our support model by customer segment or product line, to redesigning KPIs, scaling vendor partnerships, and raising our operational and security standards
• Drive initiatives across technology, process, and people, ensuring smooth execution from early scoping through long-term adoption and impact
• Define and structure work in ambiguous spaces uncovering the right questions, aligning stakeholders, and turning strategy into action
• Create scalable systems and program management practices that help CX teams prioritize, execute, and measure progress consistently and effectively
• Use business analytics tools to explore trends, uncover gaps, and shape strategic direction not just to measure outcomes, but to inform the questions we ask and the programs we prioritize
• Act as connective tissue across teams like Product, Engineering, L&D, Zendesk System Administrators, and Risk managing dependencies and ensuring shared understanding
• Mentor peers and improve program delivery through thoughtful guidance, templates, tooling, and feedback
• Spot what’s missing and fill it through new programs, repeatable systems, or simply asking the question no one else is asking

Preferred Qualifications

• Familiarity with tools like Zendesk, Asana, Notion or other support operations tools
• Experience in data analysis, with proficiency in tools like Google Sheets, SQL, or similar
• A thoughtful approach to change management - balancing speed with communication, clarity, and long-term adoption
• A passion for continuous learning and improvement, always seeking new ways to enhance our support capabilities

Benefits

Base salary, equity, and benefits