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Mercury, a fintech platform providing banking, treasury, and financial workflows for startups and technology companies, is seeking a Senior Operations Readiness Program Manager to operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change.
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.
Key responsibilities include:
- Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches 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, including weekly change updates, launch coordination, and stakeholder alignment
- Maintain a 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 documentation, processes, training, and knowledge resources
- Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness
- Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners
- 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
- Evaluate the effectiveness of operational readiness initiatives and iterate on processes based on feedback and business needs
Required qualifications: 3-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments. Strong cross-functional coordination experience, demonstrated judgment in prioritizing competing work, experience improving operational processes and documentation, exceptional prioritization and organizational skills, strong written and verbal communication, experience leading operational change initiatives, high degree of ownership and bias toward action with attention to detail, comfort operating in ambiguous environments, and strong collaborative instincts.
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
