Customer Support Strategic Program Manager

<p>Buckminster Fuller popularized the concept of “tensegrity” — structures that hold together not because of rigid hierarchy, but because carefully balanced forces create stability, flexibility, and strength at the same time.</p> <p>As a CS Strategic Program Manager at Mercury, you’ll help build that kind of operating system for Customer Experience.&nbsp;You won’t do it through a heavyweight process or top-down control. You’ll do it by creating alignment across teams, introducing clarity in ambiguous spaces, and designing programs that help the organization move with more coordination, confidence, and speed.</p> <p>This role sits on Mercury’s Customer Experience Strategy &amp; Planning team and focuses on some of the most important operational and strategic work across CX. You’ll help drive programs that improve how we support customers, scale operations, implement change, and partner cross-functionally across Product, Engineering, Learning &amp; Development, Risk, and Systems Administration.</p> <p>You’ll be trusted to bring structure to evolving problems, connect dots across teams, and help turn good ideas into durable execution. The right person for this role is highly organized, deeply collaborative, and energized by improving how teams work together.</p> <p>&nbsp;</p> <h3><strong>What you’ll do:</strong></h3> <ul> <li>Drive strategic and operational programs across Customer Experience, helping teams execute against high-impact initiatives that improve the customer and agent experience</li> <li>Partner cross-functionally with teams including Product, Engineering, Learning &amp; Development, Risk, and Zendesk System Administrators to coordinate work, manage dependencies, and maintain alignment</li> <li>Help structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for execution</li> <li>Support improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scales</li> <li>Contribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organization</li> <li>Use data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiatives</li> <li>Drive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectively</li> <li>Focus on simplification — creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teams</li> </ul> <h3><strong>What You Bring to the Table:</strong></h3> <ul> <li>4–6 years of experience in program management, operations