Customer Support Strategic Program Manager

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Lead strategic and operational initiatives within Customer Experience, assisting teams in executing high-impact projects that enhance both customer and agent experiences.

• Collaborate across various teams, including Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators, to synchronize efforts, manage dependencies, and ensure alignment.

• Aid in structuring and operationalizing ambiguous projects by pinpointing next steps, clarifying responsibilities, and developing scalable execution plans.

• Enhance CX processes, tools, workflows, and operational practices to facilitate more effective team operations as Mercury expands.

• Contribute to program management frameworks and rituals that enhance prioritization, communication, accountability, and execution throughout the organization.

• Leverage data and operational insights to identify trends, uncover opportunities, and support decision-making for CX initiatives.

• Oversee programs from initial planning to rollout and adoption, guiding teams through change in a thoughtful and effective manner.

• Emphasize simplification by designing experiences, workflows, and systems that are intuitive, scalable, and beneficial for both customers and internal teams.

⛳️ Requirements

• 4–6 years of experience in program management, operations, customer experience, support strategy, or similar roles.

• Proven experience leading or participating in cross-functional programs involving multiple stakeholders and complex elements.

• Excellent organizational and execution capabilities, with the proficiency to manage timelines, priorities, and follow-through across various initiatives simultaneously.

• Comfortable working in uncertain environments and skilled at creating clarity, structure, and momentum in the absence of established processes.

• Strong written and verbal communication skills that enable effective collaboration across diverse teams and organizational levels.

• A considerate, low-ego approach to partnership and problem-solving, demonstrating a commitment to helping teams improve collaboration.

• A proactive mindset focused on action and continuous improvement, with an aptitude for identifying friction points and simplifying systems over time.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)