About this role.
This senior program-management role coordinates operational readiness for Customer Support initiatives at Mercury, including product launches, tooling changes, workflow updates, and process rollouts. The position partners closely with Support, Product, Risk, Engineering, Systems Administration, Learning and Development, and Enablement to identify dependencies, prepare teams, and reduce downstream customer friction. Core responsibilities include maintaining a centralized roadmap, managing readiness timelines and communications, improving intake and launch processes, and evaluating post-launch outcomes. The ideal candidate has 3-5 years of relevant operations, enablement, support operations, or program-management experience and is comfortable owning complex work in an ambiguous, fast-moving fintech or SaaS environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Senior Customer Support Operations Readiness Program Manager role at Mercury. My experience coordinating cross-functional launches, improving support operations, and translating complex changes into clear readiness plans would enable me to help Support teams adopt new products, tools, and workflows confidently.
I bring strong program-management discipline, including dependency tracking, risk escalation, stakeholder communications, documentation, and post-launch evaluation. I would welcome the opportunity to partner with Support, Product, Risk, Engineering, and Enablement to build scalable operational rhythms that reduce customer friction.
Thank you for your consideration. I look forward to discussing how I can contribute to Mercury's operational excellence and customer-support readiness.
Sample interview questions
I start by defining the customer-support impact, desired operational outcomes, accountable owners, dependencies, and decision deadlines. I maintain a centralized readiness plan, run recurring stakeholder reviews, escalate material risks early, and confirm that documentation, training, tooling, and communications are complete before launch.
I assess urgency, customer and business impact, risk, effort, dependencies, and reversibility of each initiative. I make tradeoffs visible through a prioritized roadmap, align decision-makers on sequencing, and communicate what will be deferred and why so teams can plan realistically.
I would use a combination of leading and lagging indicators, such as completion of readiness deliverables, training participation, knowledge-base usage, adoption of the new workflow, contact-volume changes, ticket reasons, handling time, escalations, and stakeholder feedback. I would compare results against the intended launch outcomes and document improvements for future releases.
I translate technical or product changes into practical support implications: what changed, which customers are affected, how to identify issues, what actions agents should take, and when to escalate. I use concise launch updates, structured internal documentation, enablement sessions, and feedback channels tailored to each audience.
I first determine whether the risk could materially affect customers, support capacity, compliance, or launch quality. I document the issue, proposed options, owner, and decision deadline; bring it to the appropriate stakeholders promptly; and track the resolution through launch and post-launch review.
In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place.
As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change.
This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly.
You’ll drive and continuously improve the operational rhythms that keep teams coordinated, from readiness planning and dependency management to launch communications, enablement coordination, and post-launch analysis. Some initiatives will require deep cross-functional orchestration across many stakeholders; others will rely on strong operational judgment, fast execution, and consistent follow-through.
The right person enjoys improving operational systems, bringing clarity to complex initiatives, and helping teams execute change with confidence.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
What you’ll do:
- 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.
What we’re looking for:
- 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
The ideal candidate may also have:
- 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.
Compensation
The total rewards package at Mercury includes base salary, equity (stock options/RSU’s), and benefits.
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.
Our target new hire base salary ranges for this role are the following:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700 – $152,100 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500 – $136,900 USD
- Canadian employees (any location): CAD $115,000 – $143,700
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. 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.
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