Mercury
Senior Customer Support Service Delivery Program Manager
$139K–$193K
San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States +1 · Remote · Manager · Full-time · Posted Oct 16, 2026
- Location
- San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
Any Office or Remote - Experience
- 6+ years in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
About the job
Leads programs to determine where customer support work should be delivered and to implement transitions across internal teams, BPO partners, and AI-enabled models.
What you'll do
- Build data-driven operational and financial recommendations for service delivery changes, initially focused on expanding and optimizing the BPO partnership.
- Lead approved transitions end to end, from scoping and readiness through migration, stabilization, and operational handoff.
- Develop readiness criteria and measure customer, quality, capacity, and cost outcomes of transitions.
What they ask for
- 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field.
- Deep experience with outsourced service delivery and personally leading significant transitions of operational work into a BPO or similar partner environment.
- Understanding of BPO transition operations, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
- Ability to build evidence-based recommendations, align senior stakeholders, and lead execution across teams.
Nice to have
- Experience designing or evolving a multi-tier customer support service delivery model or managing BPO expansions, vendor launches, or team/site stand-ups.
- Experience evaluating AI or automation in support, using SQL, Google Sheets, or business intelligence tools, or working in a regulated environment.
Pay
$154,200 — $192,800 USD base salary (US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area); $138,800 — $173,500 USD base salary (US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area); $145,800 — $182,200 CAD base salary (Canadian employees, any location)
Tools
SQL, Google Sheets
AI focus
Evaluates where AI-powered tooling could take on, augment, or reshape support work and makes the case for automation when it improves customer and business outcomes.
Model-written summary · the original posting is authoritative