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Mercury·Canada, USA·17 авг.
Senior Customer Support Operations Readiness Program Manager
9 125 – 12 675 $
≈ 790,1 тыс.–1,1 млн ₽
🌍 УдалённоSeniorПолная занятость🌐 Глобал
Платят на 59% выше медианы грейда.
Наша компания
In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place. As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help operationalize
О роли
This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly. You'll drive and continuously improve the operational rhythms that keep teams coordinated, from readiness planning and depe
Чем предстоит заниматься
Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly
Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction
Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives
Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs
Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support teams are prepared with the right documentation, processes, training, and internal knowledge resources
Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed
Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes
Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts
Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales
Track launch outcomes, adoption, and support impact to identify opportunities for future improvements
Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes
Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs
Наши требования
3-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments
Experience coordinating cross-functional initiatives across multiple teams
Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments
Experience improving operational processes and documentation
Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar
Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences
Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement
A high degree of ownership and bias toward action, paired with strong attention to detail and operational quality
Comfort operating in ambiguous environments where priorities, systems, and processes continue to evolve over time
Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles
Experience coordinating product launches, tooling rollouts, or operational changes that required alignment across multiple teams
A track record of improving operational workflows, documentation, or team processes to reduce friction and increase consistency
Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams to successfully implement new initiatives
Strong organizational instincts, with the ability to manage multiple initiatives, identify risks, and keep stakeholders aligned without losing attention to detail
Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials that support successful change adoption
Familiarity with tools like Zendesk, Linear, Salesforce, or similar operational workflow platforms
Experience using data to evaluate operational performance, measure launch outcomes, or identify process improvements, including proficiency with Google Sheets, SQL, or similar tools
A habit of bringing structure to ambiguity, identifying opportunities to improve existing processes, and helping teams execute change with clarity and confidence
Мы предлагаем
The total rewards package at Mercury includes base salary, equity (stock options/RSU’s), and benefits
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700 - $152,100 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500 - $136,900 USD
Canadian employees (any location): CAD $115,000 - $143,700
Дополнительно
Our target new hire base salary ranges for this role are the following
Технологии и навыки
Mercury
Canada, USA
ГрейдSenior
ЗанятостьПолная занятость
ФорматУдалённо
ИсточникСкрыто
Опубликовано17 авг.
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