Senior Customer Support Service Delivery Program Manager

Mercury•Portland, OR

7d•$138,800 - $192,800

About The Position

Mercury is hiring a Senior Customer Support Service Delivery Program Manager to help determine how customer support work should be delivered as the Customer Experience organization grows. The role evaluates whether work belongs in an incubation team, Core Support, a specialized team, an outsourced partner, AI-powered tooling, or another model as Mercury’s capabilities evolve. The position develops recommendations using customer impact, operational realities, data, and financial tradeoffs, then leads approved changes through implementation and stabilization. For the first 9–12 months, a significant majority of the work will focus on Mercury’s growing BPO partnership. The role will identify opportunities to expand the work delivered through the partnership, build operational and financial cases, align CX leadership, and lead approved transitions from scoping through stabilization. Over time, the scope will broaden to the wider service delivery ecosystem, including incubation and graduation decisions and evaluating the role of AI-powered tooling. The position combines strategy with execution. It is responsible for developing recommendations and building stakeholder alignment, but does not make service-delivery placement decisions alone. Once a direction is approved, the role owns the program to implement it, partnering across Workforce Management, Enablement, QA, Support, and other teams. It defines success and readiness criteria, measures customer, quality, capacity, and cost outcomes, and uses lessons from transitions to improve future decision-making and execution.

Requirements

At least 6 years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
Deep experience with outsourced service delivery and personal experience leading significant transitions of operational work into a BPO or similar partner environment.
Understanding of BPO transition operations, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
Ability to develop recommendations without owning the final decision by gathering evidence, framing tradeoffs, anticipating objections, and aligning senior stakeholders.
Systems-thinking ability to assess the broader service delivery model and identify opportunities to improve it.
Analytical rigor and commercial judgment, including comfort working with operational and financial data, testing assumptions, and building business cases.
Strong judgment in ambiguous environments and ability to identify the evidence, tradeoffs, and perspectives needed to answer complex service delivery questions.
Ability to move from recommendations to execution and manage the operational details required for successful change.
Ability to influence and align teams with different priorities and constraints without relying on formal authority.
Clear communication of customer impact, operational implications, economics, and tradeoffs behind recommendations.
Focus on outcomes, including measuring whether transitions delivered expected results and revisiting assumptions when data warrants it.

Nice To Haves

Experience designing or evolving a multi-tier customer support service delivery model.
Experience with BPO expansions, outsourced operations, vendor launches, or team and site stand-ups.
Experience moving work between internal delivery models, such as from incubation to Core Support or between specialized and scaled support teams.
Experience evaluating how automation and AI-assisted support affect the economics, complexity, or appropriate placement of customer support work.
Experience with incubation or pilot operating models, including determining when new or complex work should be isolated for learning and when it is ready for scaled delivery.
Experience using SQL, Google Sheets, or business intelligence tools to evaluate operational performance and build business cases.
Experience in fintech, financial services, or another regulated environment where risk and operational complexity affect service delivery.

Responsibilities

Lead high-impact programs that evolve how Customer Experience delivers support, initially focusing heavily on expanding and optimizing the BPO partnership.
Identify opportunities to move work to a different service delivery model and build a case for change using customer, operational, and financial data.
Recommend when emerging or complex work should move into incubation and when incubated work is ready to transition to Core Support, a specialized team, or a BPO partner.
Develop criteria for when workflows need incubation, when they are mature and stable enough to graduate, and which delivery model should own them next.
Evaluate where AI-powered tooling could take on, augment, or reshape support work, and partner with relevant teams to assess customer and business outcomes.
Lead approved service delivery transitions end to end, from scoping and business case through readiness, migration, ramp, stabilization, and handoff to long-term operations.
Partner with Workforce Management, Enablement, QA, Support, and other teams on transition plans covering capacity, training, knowledge transfer, quality, tooling, and operational readiness.
Define success measures before transitions begin and assess customer, quality, capacity, and cost outcomes afterward.
Establish readiness and stabilization criteria to ensure transitions work, rather than merely launch on time.
Structure ambiguous service delivery questions by identifying needed analysis, stakeholders, dependencies, and tradeoffs, and develop clear recommendations.
Build repeatable frameworks that make future service delivery decisions faster, clearer, and more consistent.
Use lessons from transitions to continuously improve how Support evaluates where work belongs and how changes are executed.