Remote Service Delivery Strategy & Transition Lead

Mercury Technologies, Inc.; San Francisco (CA); Remote; USD 154,000 - 193,000; Full time

Job summary

Mercury Technologies, Inc. seeks a Senior Customer Support Service Delivery Program Manager to lead strategic CX transitions across a dispersed set of delivery models.

The role emphasizes expanding and optimizing our BPO partnership while guiding transitions between incubation, Core Support, and outsourced partners. You will partner with Workforce Management, Enablement, QA, and Support teams to plan capacity, training, and readiness, ensuring customer outcomes and cost efficiency.

Qualifications

• 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, or related field.
• Deep experience with outsourced service delivery and leading transitions into a BPO or partner environment.
• Ability to gather evidence, frame tradeoffs, and achieve alignment among senior stakeholders.
• Analytically rigorous and commercially minded with data-driven decision-making.
• Experience designing or evolving multi-tier service delivery models and moving work between internal delivery models.

Responsibilities

• Lead high-impact programs that evolve CX service delivery with initial focus on expanding our BPO partnership.
• Identify opportunities to move work to different delivery models and build the business case for change.
• Define criteria for readiness to move work between incubation, Core Support, or outsourced partners.
• Evaluate AI-powered tooling opportunities and build cases for automation impact.
• Lead end-to-end transitions from scoping through stabilization and handoff to long‑term operations.
• Collaborate with Workforce Management, Enablement, QA, and Support teams to plan capacity, training, knowledge transfer, and tooling readiness.
• Define success metrics and ensure transitions deliver customer, quality, capacity, and cost outcomes.
• Establish stabilization criteria to judge transitions by outcomes, not just launch timing.

Skills

6+ years experience

BPO transitions

Stakeholder alignment

Analytical thinking

Service delivery

Job description

Mercury Technologies, Inc. seeks a Senior Customer Support Service Delivery Program Manager to lead strategic CX transitions across a dispersed set of delivery models.

The role emphasizes expanding and optimizing our BPO partnership while guiding transitions between incubation, Core Support, and outsourced partners. You will partner with Workforce Management, Enablement, QA, and Support teams to plan capacity, training, and readiness, ensuring customer outcomes and cost efficiency.