Customer Support Strategic Program Manager

📋 Description

• Drive strategic and operational CX programs to improve customer and agent experience.
• Partner with Product, Engineering, L&D, Risk, and Zendesk Admins to align work.
• Structure ambiguous initiatives by clarifying ownership and scalable plans.
• Improve CX processes, tooling, workflows, and operations as Mercury scales.
• Contribute to PM systems and rituals to improve prioritization and accountability.
• Use data and insights to surface trends and inform CX decisions.

🎯 Requirements

• 4–6 years in program management, operations, CX, or related roles.
• Experience leading or contributing to cross-functional programs with multiple stakeholders.
• Strong organizational and execution skills; manage timelines and priorities across initiatives.
• Comfort operating in ambiguity and creating clarity and momentum.
• Strong written and verbal communication across teams.
• Familiarity with Zendesk, Asana, Notion; data tools like Looker/SQL.

🎁 Benefits

• The total rewards package includes salary, equity, and benefits.
• Ranges are updated regularly based on market data.