Senior Customer Support Operations Readiness Program Manager (Fintech)

Location: San Francisco, New York, Portland, or remote within Canada or the United States

Salary: US employees — $109,500–$136,900 or $121,700–$152,100 USD depending on location; Canadian employees — CAD $115,000–$143,700

Company

Mercury is a fintech company providing banking services through partner financial institutions; it is not an FDIC-insured bank.

What you will do

• Coordinate operational readiness for customer-support-impacting launches, tooling changes, workflow updates, and operational initiatives.
• Partner with Support, Product, Risk, Engineering, and Enablement teams to align requirements and reduce downstream support friction.
• Own readiness communications, weekly change updates, launch coordination, and stakeholder alignment.
• Maintain the roadmap of upcoming initiatives, establish timelines, track dependencies, and escalate risks.
• Prepare support teams with documentation, processes, training, and internal knowledge resources.
• Track adoption, launch outcomes, and support impact while improving intake, implementation, tooling, and communication processes.

Requirements

• 3–5 years of experience in operations readiness, support operations, enablement, program management, or similar roles in SaaS, fintech, or technology.
• Experience coordinating cross-functional initiatives across multiple teams and leading operational change.
• Strong prioritization, organization, written communication, verbal communication, and stakeholder-management skills.
• Experience improving operational processes, documentation, workflows, launch readiness, or support enablement.
• Ability to manage ambiguity, prioritize competing work, make thoughtful trade-offs, and maintain high execution quality.
• Must be located in the United States or Canada for remote work.

Nice to have

• Experience coordinating product launches, tooling rollouts, or operational changes across multiple teams.
• Familiarity with Zendesk, Linear, Salesforce, or similar workflow platforms.
• Experience using Google Sheets, SQL, or similar tools to evaluate operational performance and launch outcomes.
• Experience creating internal documentation, knowledge resources, communication plans, or enablement materials.

Culture & Benefits

• Total rewards include base salary, equity, and benefits.
• Compensation is adjusted based on experience, expertise, geographic location, and internal pay equity.
• Mercury is committed to diversity, belonging, equal employment opportunity, and reasonable accommodations throughout the recruitment process.