[Remote] Customer Support Strategic Program Manager

Note: The job is a remote job and is open to candidates in USA. Mercury is a company focused on creating a cohesive Customer Experience. As a CS Strategic Program Manager, you will drive programs that improve customer support and operational efficiency, collaborating with various teams to enhance processes and communication.ResponsibilitiesDrive strategic and operational programs across Customer Experience, helping teams execute against high-impact initiatives that improve the customer and agent experiencePartner cross-functionally with teams including Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to coordinate work, manage dependencies, and maintain alignmentHelp structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for executionSupport improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scalesContribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organizationUse data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiativesDrive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectivelyFocus on simplification — creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teamsSkills4–6 years of experience in program management, operations, customer experience, support strategy, or related rolesExperience leading or contributing to cross-functional programs with multiple stakeholders and moving partsStrong organizational and execution skills with the ability to manage timelines, priorities, and follow-through across several initiatives simultaneouslyComfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet existStrong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organizationA thoughtful, low-ego approach to partnership and problem-solving — you care about helping teams work better togetherA bias toward action and continuous improvement, with an instinct for identifying friction and simplifying systems over timeFamiliarity with tools like Zendesk, Asana, Notion, or similar operational platformsExperience working within Customer Support, Customer Experience, Operations, or other service-oriented organizationsComfort working with data in tools like Google Sheets, Looker, SQL, or similar platformsExposure to change management, process improvement, or operational scaling initiativesInterest in designing systems and workflows that balance structure with flexibilityBenefitsEquity (stock options/RSUs)BenefitsCompany OverviewMercury provides digital banking and financial tools tailored for startups and modern businesses. It was founded in 2017, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://mercury.com.