Overview

Imagine being the person who ensures thousands of complex product updates, technical changes, and new features roll out without a single hiccup for the support teams on the ground. At Mercury, we are looking for a Senior Customer Support Operations Readiness Program Manager to step into this exact vital space. This is a fully remote, worldwide opportunity allowing you to orchestrate mission critical operational rhythms from wherever you call home. You will sit right at the center of initiatives that impact our customers deeply, partnering closely with Support, Product, Risk, Engineering, and Enablement teams to guarantee that every launch is thoughtfully prepared for and flawlessly executed.

Key Responsibilities

Drive and continuously improve the operational rhythms that keep support teams completely coordinated and well prepared.
Manage complex dependencies across multiple departments to ensure nothing falls through the cracks during major product releases.
Oversee readiness planning, launch communications, and enablement coordination for all incoming changes.
Build and refine scalable systems that keep customer support aligned through constant business growth and evolution.
Identify potential operational roadblocks early and partner with cross functional leaders to solve them before they reach the frontline teams.

Requirements

Demonstrated experience in program management, operations readiness, or customer support operations within fast paced environments.
Exceptional cross functional collaboration skills with a proven track record of bringing diverse teams together toward a common goal.
Strong organizational abilities and a keen eye for spotting inefficiencies in existing operational workflows.
Clear communication skills with the ability to translate technical product updates into digestible readiness materials for support staff.
Comfort with ambiguity and a proactive mindset that drives continuous improvement across global systems.

What You'll Gain

The chance to shape the operational foundation of a rapidly scaling financial technology company.
Complete location independence with a fully remote, worldwide work culture.
Meaningful partnership with smart, driven peers across product, engineering, risk, and enablement.
Direct influence on how our customer support organization adapts, scales, and delivers exceptional experiences.