Senior Customer Support Service Delivery Program Manager
Core
Design and execute the evolution of Mercury's customer support service delivery ecosystem, focusing initially on expanding a BPO partnership and managing transitions between incubation, core support, and AI tooling.
Role type
Senior Customer Support Service Delivery Program Manager
Builds
Service delivery transitions, operational frameworks, and business cases for support model evolution
Domain
Customer Experience / Service Delivery / Outsourcing
Required skills
Strategic program management, BPO transition leadership, workforce planning, financial analysis, stakeholder alignment, systems thinking, ambiguity management, execution ownership
Preferred skills
Multi-tier support model design, vendor launch experience, AI/automation evaluation, pilot operating models
Technologies
AI-powered tooling, BPO platforms
Responsibilities
Lead high-impact programs to evolve CX support delivery; Identify opportunities to move work to different service models; Define readiness criteria for workflow transitions; Evaluate AI tooling impact on support; Lead end-to-end service delivery transitions; Partner across teams to build transition plans; Define and measure success metrics for transitions; Establish stabilization criteria; Build repeatable frameworks for service decisions; Continuously improve support evaluation processes
