SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 154,200 - 192,800 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. This role leads strategic programs that evolve how the Customer Experience organization delivers support, with a primary focus on expanding and optimizing Mercury's business process outsourcing (BPO) partnership.
You will identify opportunities to move support work to different service delivery models—whether that's expanding the BPO partnership, moving work into incubation, graduating incubated work to Core Support, or leveraging AI-powered tooling. Your core responsibility is to develop data-driven recommendations that bring together customer impact, operational realities, and financial tradeoffs, then build alignment among CX leadership around those recommendations.
Once a direction is approved, you own the end-to-end program execution: scoping, business case development, readiness planning, migration, ramp, stabilization, and handoff to long-term operations. You'll partner across Workforce Management, Enablement, QA, and Support teams to account for capacity, training, knowledge transfer, quality, tooling, and operational readiness.
Key responsibilities include:
- Leading high-impact programs that evolve CX service delivery, with initial 9–12 months focused on BPO partnership expansion and optimization
- Identifying opportunities to move work between delivery models and building the case for change using customer, operational, and financial data
- Developing clear criteria for when work needs incubation, when it's mature enough to graduate, and which delivery model is best suited to own it next
- Evaluating where AI-powered tooling could augment or reshape support work
- Leading approved transitions end-to-end, from scoping through stabilization
- Defining success metrics before transitions begin and measuring whether changes delivered intended outcomes
- Establishing readiness and stabilization criteria so transitions are judged by results, not just launch timing
- Building repeatable frameworks that make future service delivery decisions faster and more consistent
- Influencing effectively across teams without formal authority to align around shared outcomes
This role requires someone who can move fluidly between strategy and execution—equally energized by building a compelling case for how service delivery should evolve and by working through operational details to make change succeed.
REQUIREMENTS:
- 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or related field
- Deep experience with outsourced service delivery and personally led significant transitions of operational work into a BPO or similar partner environment
- Understanding of operational machinery behind successful BPO transitions: workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization
- Ability to build strong recommendations without owning final decisions; skilled at gathering evidence, framing tradeoffs, anticipating objections, and creating alignment among senior stakeholders
- Systems thinking: naturally looks beyond individual team performance to understand broader service delivery model and where changes could improve outcomes
- Analytical rigor and commercial mindset; comfortable with operational and financial data, testing assumptions, building business cases
- Strong judgment in ambiguous environments; can determine what evidence, tradeoffs, and perspectives are needed to answer complex questions
- Ability to move seamlessly from recommendation to execution
- Influence without formal authority; skilled at aligning teams with different priorities around shared outcomes
- Clear communication of complex decisions, explaining customer impact, operational implications, economics, and tradeoffs
- High bar for outcomes, not just completion; willing to revisit assumptions when data indicates otherwise
IDEAL ADDITIONAL EXPERIENCE:
- Designing or evolving multi-tier customer support service delivery models
- BPO expansions, outsourced operations, vendor launches, or team/site stand-ups
- Moving work between internal delivery models (incubation to Core Support, specialized to scaled teams)
- Evaluating how automation and AI-assisted support change economics and placement of support work
- Incubation or pilot operating models, including determining when work should be isolated for learning and when ready to graduate
- SQL, Google Sheets, or business intelligence tools for evaluating operational performance and building business cases
- Experience in fintech, financial services, or regulated environments where risk and complexity influence work delivery
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
