Senior Customer Support Operations Readiness Program Manager

Mercury is a fintech company. The Senior Customer Support Operations Readiness Program Manager will operationalize and continuously improve systems that keep Customer Support aligned, prepared, and informed through change, coordinating launches, tooling updates, workflow changes, and operational initiatives across Support, Product, Risk, Engineering, and Enablement.

Responsibilities:

• Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly
• Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction
• Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives
• Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs
• Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support teams are prepared with the right documentation, processes, training, and internal knowledge resources
• Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed
• Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes
• Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts
• Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales
• Track launch outcomes, adoption, and support impact to identify opportunities for future improvements
• Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes
• Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs

Requirements:

• 3-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments
• Experience coordinating cross-functional initiatives across multiple teams
• Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments
• Experience improving operational processes and documentation
• Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar
• Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences
• Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement
• A high degree of ownership and bias toward action, paired with strong attention to detail and operational quality
• Comfort operating in ambiguous environments where priorities, systems, and processes continue to evolve over time
• Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles
• Experience coordinating product launches, tooling rollouts, or operational changes that required alignment across multiple teams
• A track record of improving operational workflows, documentation, or team processes to reduce friction and increase consistency
• Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams to successfully implement new initiatives
• Strong organizational instincts, with the ability to manage multiple initiatives, identify risks, and keep stakeholders aligned without losing attention to detail
• Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials that support successful change adoption
• Familiarity with tools like Zendesk, Linear, Salesforce, or similar operational workflow platforms
• Experience using data to evaluate operational performance, measure launch outcomes, or identify process improvements, including proficiency with Google Sheets, SQL, or similar tools
• A habit of bringing structure to ambiguity, identifying opportunities to improve existing processes, and helping teams execute change with clarity and confidence