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Mercury

Banking for startups: mercury.com

Customer Support Strategic Program Manager

Program ManagerProgram ManagerFull TimeRemoteSeniorTeam 201-500Since 2019H1B SponsorCompany SiteLinkedIn

Location

California + 2 moreAll locations: California | New York | Oregon

Posted

57 days ago

Salary

$109.5K - $152.1K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

Customer Support Strategic Program Manager

Mercury

• Drive strategic and operational programs across Customer Experience, helping teams execute against high-impact initiatives that improve the customer and agent experience • Partner cross-functionally with teams including Product, Engineering, Learning & Development, Risk, and Zendesk System Administrators to coordinate work, manage dependencies, and maintain alignment • Help structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for execution • Support improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scales • Contribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organization • Use data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiatives • Drive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectively • Focus on simplification — creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teams

Job Requirements

  • 4–6 years of experience in program management, operations, customer experience, support strategy, or related roles
  • Experience leading or contributing to cross-functional programs with multiple stakeholders and moving parts
  • Strong organizational and execution skills with the ability to manage timelines, priorities, and follow-through across several initiatives simultaneously
  • Comfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet exist
  • Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization
  • A thoughtful, low-ego approach to partnership and problem-solving — you care about helping teams work better together
  • A bias toward action and continuous improvement, with an instinct for identifying friction and simplifying systems over time.

Benefits

  • base salary
  • equity (stock options/RSUs)

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