| Company | Mercury |
| Location | San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States |
| Salary | Competitive |
| Experience | |
| Type | Full-Time |
Overview
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.
As a CS Strategic Program Manager at Mercury, you’ll help build that kind of operating system for Customer Experience. 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.
Responsibilities
- Drive programs that improve how we support customers, scale operations, implement change, and partner cross-functionally across Product, Engineering, Learning & Development, and other teams
- Create alignment across teams and introduce clarity in ambiguous spaces to help the organization move with more coordination, confidence, and speed
- Design and implement strategic programs to enhance customer experience and support
- Collaborate with cross-functional teams to identify and prioritize opportunities for improvement
- Develop and track key metrics to measure program success and identify areas for improvement
- Communicate program plans, progress, and results to stakeholders, including executive leadership
Requirements
- Experience in customer support, operations, or a related field, with a focus on strategic program management
- Proven track record of driving programs that improve customer support, scale operations, and implement change
- Excellent communication, collaboration, and project management skills
- Ability to create alignment across teams and introduce clarity in ambiguous spaces
- Strong analytical and problem-solving skills, with the ability to develop and track key metrics
Benefits
As a Customer Support Strategic Program Manager at Mercury, you’ll enjoy a competitive salary, opportunities for growth and development, and the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Apply
If you’re a motivated and experienced program manager with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.