Customer Support Strategic Program Manager

Mercury is a company focused on creating a cohesive Customer Experience. As a CS Strategic Program Manager, you will drive programs that improve customer support and operational efficiency, collaborating with various teams to enhance processes and communication.

Responsibilities:

• 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

Requirements:

• 4–6 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
• 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