Senior Customer Support Operations Readiness Lead

Mercury; New York (NY); On-site; USD 122,000 - 152,000; Full time

Job summary

Mercury is seeking an Operations Readiness Program Manager to operationalize and continuously improve the systems that keep Customer Support aligned through change.

You’ll partner across Support, Product, Risk, Engineering, and Enablement to drive readiness planning, tooling updates, and post‑launch analysis, ensuring launches, documentation, and trainings are prepared and executed smoothly.

Qualifications

• 3-5 years of experience in operations readiness, support operations, enablement, program management, or similar roles in SaaS/fintech.
• Experience coordinating cross-functional initiatives across multiple teams.
• Ability to prioritize competing operational work in fast-moving environments.
• Experience improving operational processes and documentation.
• Strong written and verbal communication skills to distill complexity into updates.

Responsibilities

• 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 and launch coordination.
• 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 documentation and training.
• Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and accelerate risks when needed.
• Review customer support impacting change requests, identify operational risks and post-launch implications, and improve readiness.
• Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners.

Skills

Cross-functional coordination

Stakeholder management

Operational readiness

Prioritization

Communication skills

Ownership of initiatives

Change 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 the systems that keep Customer Support aligned through change.

You’ll partner across Support, Product, Risk, Engineering, and Enablement to drive readiness planning, tooling updates, and post‑launch analysis, ensuring launches, documentation, and trainings are prepared and executed smoothly.