Senior Customer Support Service Delivery Program Manager (Fintech)

Location: San Francisco, CA; New York, NY; Portland, OR; or remote within the United States or Canada

Salary: US employees: $138,800–$192,800 USD base salary depending on location; Canadian employees: $145,800–$182,200 CAD

Company

Mercury is a SaaS and fintech company developing financial services and customer support operations for businesses.

What you will do

• Lead high-impact programs that evolve customer support service delivery, initially focusing on expanding and optimizing the BPO partnership.
• Identify opportunities to move work between incubation, Core Support, specialized teams, outsourced partners, and AI-powered tooling.
• Build operational and financial business cases using customer, quality, capacity, and cost data.
• Lead approved transitions from scoping and readiness through migration, ramp, stabilization, and operational handoff.
• Partner with Workforce Management, Enablement, QA, Support, and other teams on capacity, training, knowledge transfer, quality, tooling, and readiness.
• Develop repeatable frameworks and measure whether transitions achieve their intended outcomes.

Requirements

• 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
• Deep experience with outsourced service delivery and personally leading significant transitions into a BPO or similar partner environment.
• Knowledge of workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
• Ability to build recommendations from operational and financial evidence, frame tradeoffs, and align senior stakeholders without owning the final decision.
• Strong analytical, commercial, systems-thinking, judgment, communication, and influence skills.
• Must be based in the United States or Canada if working remotely, or work from an approved US office location.

Nice to have

• Experience designing multi-tier customer support service delivery models, BPO expansions, vendor launches, or site stand-ups.
• Experience moving work between incubation, Core Support, specialized, and scaled support teams.
• Experience evaluating AI-assisted support and automation economics.
• Experience with SQL, Google Sheets, or business intelligence tools.
• Experience in fintech, financial services, or another regulated environment.

Culture & Benefits

• Base salary, equity through stock options or RSUs, and benefits.
• Commitment to diversity, belonging, equal employment opportunity, and reasonable accommodations.
• Compensation is adjusted based on experience, expertise, geographic location, and internal pay equity.