Customer Support Operations Readiness Lead

Mercury; Portland (OR); On-site; USD 110,000 - 137,000; Full time

Job summary

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

You’ll drive readiness planning, dependency management, and post-launch analysis, coordinating across stakeholders to ensure documentation, training, and

Qualifications

• 3–5 years of experience in operations readiness, support operations, enablement, program management, or similar roles
• Experience coordinating cross-functional initiatives across multiple teams
• Demonstrated judgment in prioritizing competing operational work
• Experience improving operational processes and documentation
• Strong written and verbal communication skills
• Experience leading operational change initiatives
• High ownership and bias toward action
• Ability to operate in evolving environments
• Strong collaboration across teams

Responsibilities

• Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches and updates are implemented smoothly
• Partner cross-functionally to align on operational requirements early and reduce downstream friction
• Own recurring operational readiness motions and communications for Customer Support
• Maintain the centralized roadmap of upcoming customer support impacting initiatives
• Lead readiness planning for new product launches and tooling updates with prepared documentation and training
• Partner to ensure readiness deliverables are completed on time and escalate risks as needed
• Review change requests for operational risks and post-launch outcomes
• Establish timelines, track dependencies, and coordinate with technical partners
• Improve operational processes for intake, tracking, and launch coordination
• Track launch outcomes and opportunities for future improvements
• Create scalable enablement materials with Learning & Development
• Evaluate effectiveness and iterate on processes and tooling

Skills

Cross-functional coordination

Prioritization

Communication

Operational readiness

Change management

Documentation

Stakeholder management

Attention to detail

Tools

Zendesk

Linear

Salesforce

Google Sheets

SQL

Job description

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

You’ll drive readiness planning, dependency management, and post-launch analysis, coordinating across stakeholders to ensure documentation, training, and