Senior Customer Support Strategic Program Manager - Remote

Overview

As a Senior Strategic Program Manager on Mercury’s Customer Experience (CX) team, you’ll lead some of our most complex and high-impact programs bringing structure, alignment, and strategic momentum to the work that shapes how we serve our customers.

In Short

• Lead and deliver complex, cross-functional programs that shape how we support customers.
• Drive initiatives across technology, process, and people for smooth execution.
• Define and structure work in ambiguous spaces to turn strategy into action.
• Create scalable systems and program management practices for CX teams.
• Use business analytics tools to explore trends and shape strategic direction.
• Act as connective tissue across teams managing dependencies.
• Mentor peers and improve program delivery.
• Spot what's missing and fill it through new programs or systems.

Requirements

• 6+ years of program management experience, ideally within a Customer Support organization.
• Experience leading complex initiatives from definition through execution.
• Ability to operate autonomously while collaborating with others.
• Strong communication skills tailored for various audiences.
• Balance strategic thinking with operational rigor.
• Care about building trust and improving work for others.

Benefits

• Competitive base salary and equity.
• Comprehensive benefits package.