Senior Customer Support Service Delivery Program Manager

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Oversee impactful programs designed to enhance customer experience support delivery, initially concentrating on the expansion and optimization of Mercury’s BPO partnership.

• Identify potential opportunities for reallocating work across different service delivery models and develop compelling customer, operational, and financial justifications for changes.

• Establish criteria for readiness, maturity, graduation, and ownership related to workflows.

• Assess possibilities for AI-driven tools to augment, transform, or redefine support tasks.

• Manage approved transitions from start to finish, including scoping, business case development, readiness assessment, migration, ramp-up, stabilization, and operational handover.

• Collaborate with Workforce Management, Enablement, Quality Assurance, Support, and other teams on aspects like capacity, training, knowledge transfer, quality assurance, tooling, and readiness.

• Define and evaluate outcomes related to customer satisfaction, quality, capacity, and cost.

• Set criteria for readiness and stabilization.

• Analyze complex service delivery challenges and identify relevant stakeholders, dependencies, and trade-offs.

• Develop repeatable frameworks for making service delivery decisions.

• Continuously enhance the Support approach based on insights gained from transitions.

⛳️ Requirements

• A minimum of 6 years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related discipline.

• Extensive experience in outsourced service delivery.

• Proven track record of leading significant transitions of operational tasks into a BPO or similar partner setting.

• Knowledge of workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization processes.

• Capability to formulate recommendations based on evidence, outline trade-offs, foresee objections, and engage senior stakeholders effectively.

• Strong analytical skills and a business-oriented mindset.

• Proficiency in handling operational and financial data, testing hypotheses, developing business cases, and making informed recommendations.

• Excellent judgment in uncertain situations.

• Ability to transition from recommendation to execution seamlessly.

• Skill in influencing others without formal authority.

• Clarity in communicating complex decisions.

• High sense of ownership regarding outcomes.

• Ideal: experience in designing or refining a multi-tier customer support service delivery model.

• Ideal: background in BPO expansions, outsourced operations, vendor launches, or establishing teams and sites.

• Ideal: experience in transitioning work between internal delivery models.

• Ideal: familiarity with evaluating automation and AI-assisted support solutions.

• Ideal: experience in incubation or pilot operating models.

• Ideal: proficiency in SQL, Google Sheets, or business intelligence tools.

• Ideal: background in fintech, financial services, or another regulated industry.

🏝️ Benefits

• Competitive base salary.

• Equity options (stock options/RSUs).

• Comprehensive benefits package.

• Reasonable accommodations provided throughout the recruitment process for applicants with disabilities or special needs.