Customer Support Launch Readiness Lead

Mercury; United States; On-site; USD 110,000 - 152,000; Full time

Job summary

Mercury is seeking an Operations Readiness Program Manager to operationalize and continuously improve systems that keep Customer Support aligned and informed through change. You will partner across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, and workflows are thoughtfully executed.

You will drive readiness rhythms, dependency management, and post‑launch analysis, coordinating with Systems Administrators and technical partners to support successful

Qualifications

• Experience coordinating multi‑team operational initiatives.
• Ability to translate complex changes into clear actions and updates.
• Strong prioritization in fast‑moving SaaS/fintech environments.
• Proven ability to document processes and create scalable enablement.

Responsibilities

• Coordinate readiness activities across Support and cross‑functional partners for launches and changes.
• Own recurring readiness motions and communications for Customer Support.
• Maintain centralized roadmap of upcoming initiatives and dependencies.
• Lead readiness planning for new product launches, ensuring proper docs, training, and resources.
• Track launch outcomes and drive post‑launch improvements.

Skills

Cross-functional collaboration

Prioritization

Operational planning

Written communication

Data-driven decisions

Job description

Mercury is seeking an Operations Readiness Program Manager to operationalize and continuously improve systems that keep Customer Support aligned and informed through change. You will partner across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, and workflows are thoughtfully executed.

You will drive readiness rhythms, dependency management, and post‑launch analysis, coordinating with Systems Administrators and technical partners to support successful