Senior Customer Support Operations Readiness Program Manager
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Overview
Join Mercury as a Senior Customer Support Operations Readiness Program Manager to enhance operational systems and ensure smooth execution of customer support initiatives across various teams. In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place. As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help 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.
What you'll do
- •Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, 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 for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives.
- •Maintain the 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 the right documentation, processes, training, and internal knowledge resources.
- •Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed.
- •Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes.
- •Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts.
- •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 that support successful adoption of new tools, workflows, and operational changes.
- •Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs.
Conditions
- •Total rewards package includes base salary, equity (stock options/RSUs), and benefits.
- •Target new hire base salary ranges for this role are:
- •US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700 — $152,100 USD
- •US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500 — $136,900 USD
- •Canadian employees (any location): $115,000 — $143,700 CAD.