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About the Role
This role focuses on evolving how Customer Experience delivers support by strategically managing the placement of work within various service delivery models, including BPO partnerships, incubation teams, Core Support, and AI-powered tooling. The initial 9-12 months will heavily emphasize optimizing and expanding the BPO partnership, followed by a broader application across the entire service delivery ecosystem.
Responsibilities
- Lead high-impact programs that evolve how CX delivers support, with the first 9–12 months heavily focused on expanding and optimizing our BPO partnership.
- Identify opportunities to move work to a different service delivery model and build the case for change using customer, operational, and financial data.
- Help define what makes work ready to move, developing clear criteria for incubation, graduation, and transition to new delivery models.
- Evaluate where AI-powered tooling could take on, augment, or reshape support work, and partner with the right teams to build a clear case for automation.
- Lead approved service delivery transitions end to end, from initial scoping and business case through readiness, migration, ramp, stabilization, and handoff.
- Partner across various teams to build transition plans accounting for capacity, training, knowledge transfer, quality, tooling, and operational readiness.
- Define success before a transition begins and measure whether the change delivered the intended outcomes.
- Establish clear readiness and stabilization criteria for transitions.
- Bring structure to complex, ambiguous service delivery questions, identifying the right analysis, stakeholders, dependencies, and tradeoffs.
- Build repeatable frameworks and approaches for faster, clearer, and more consistent service delivery decisions.
- Use learnings from each transition to continuously improve how Support evaluates work placement and executes changes.
Requirements
- Has 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
- Has deep experience with outsourced service delivery and has personally led significant transitions of operational work into a BPO or similar partner environment.
- Understands the operational machinery behind successful BPO transitions, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
- Can build a strong recommendation without needing to own the final decision.
- Thinks in systems, looking beyond individual team performance to understand the broader service delivery model.
- Is analytically rigorous and commercially minded, comfortable with operational and financial data, testing assumptions, and building business cases.
- Exercises strong judgment in ambiguous environments.
- Can move seamlessly from recommendation to execution.
- Influences effectively without relying on formal authority.
- Communicates complex decisions with clarity, explaining customer impact, operational implications, economics, and tradeoffs.
- Holds a high bar for outcomes, not just completion.
Skills
- Strategic program management
- Customer experience operations
- Service delivery
- Outsourcing
- Support operations
- BPO transitions
- Workforce planning
- Forecasting
- Training
- Knowledge transfer
- Quality management
- Ramp planning
- Stabilization
- Analytical rigor
- Commercial mindset
- Business case development
- Ambiguity management
- Influencing
- Clear communication
- SQL
- Google Sheets
- Business intelligence tools
Location
- US employees in New York City
- US employees in Los Angeles
- US employees in Seattle
- US employees in the San Francisco Bay Area
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area
- Canadian employees (any location)
Work Type
- Full-time
Experience Level
- 6+ years of experience
Salary/Compensations
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200—$192,800 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800—$173,500 USD
- Canadian employees (any location): $145,800—$182,200 CAD
Benefits
- Base salary
- Equity (stock options/RSUs)
About the Company
- Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
- Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
- New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Equal Opportunity
- All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
- We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.
- If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.