Customer Support Readiness & Launch Manager

Mercury; San Francisco (CA); On-site; USD 122,000 - 152,000; Full time

Job summary

Mercury is seeking an Operations Readiness Program Manager to operationalize and continually improve the systems that keep Customer Support aligned through rapid change. You will coordinate readiness across Support, Product, Risk, Engineering, and Enablement, ensuring launches and tooling updates are implemented smoothly and with proper documentation.

You will lead recurring readiness motions and maintain the centralized roadmap, while partnering to reduce friction and improve post-launch

Qualifications

• Experience coordinating cross-functional initiatives across multiple teams.
• Ability to prioritize competing operational work and tradeoffs in fast-moving environments.
• Strong written and verbal communication skills to distill complexity into updates.
• Experience leading operational change initiatives, including launch readiness and adoption.
• High ownership and bias toward action with attention to detail.
• Ability to build trust across teams with different goals and timelines.

Responsibilities

• Coordinate operational readiness activities across customer support initiatives to ensure smooth launches and updates.
• Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement to align on requirements.
• Own recurring readiness motions and communications for Customer Support, including weekly updates.
• Maintain centralized roadmap of upcoming initiatives and highlight dependencies and readiness needs.
• Lead readiness planning for product launches, ensuring documentation, training, and knowledge resources are prepared.
• Review change requests for readiness risks and collaborate to improve launch outcomes.

Skills

Cross-functional collaboration

Operations readiness

Prioritization

Communication

Ownership

Ambiguity tolerance

Attention to detail

Stakeholder management

Tools

Zendesk

Linear

Salesforce

Google Sheets

SQL

Job description

Mercury is seeking an Operations Readiness Program Manager to operationalize and continually improve the systems that keep Customer Support aligned through rapid change. You will coordinate readiness across Support, Product, Risk, Engineering, and Enablement, ensuring launches and tooling updates are implemented smoothly and with proper documentation.

You will lead recurring readiness motions and maintain the centralized roadmap, while partnering to reduce friction and improve post-launch