Senior Customer Support Operations Readiness Program Manager

Rozgoo; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Rozgoo is seeking an Operations Readiness Program Manager to coordinate and operationalize the systems that keep Customer Support aligned, prepared, and informed through constant change. You will partner across Support, Product, Risk, Engineering, and Enablement to launch tooling updates, process changes, and impactful initiatives with clarity and confidence.

The role focuses on readiness planning, dependency management, and post-launch analysis to continuously improve operational rhythms and

Qualifications

• Experience coordinating complex cross-functional programs.
• Ability to drive operational readiness motions and communications.
• Strong written and verbal communication with stakeholders across support, product, risk, engineering, and enablement.

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, launch coordination, and stakeholder alignment across support impacting initiatives.
• 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 the right documentation, processes, training, and internal knowledge resources.
• Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and elevate risks when needed.
• Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes.

Skills

Cross-functional coordination

Program management

Stakeholder management

Job description

In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place. As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change. This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly. You'll drive and continuously improve the operational rhythms that keep teams coordinated, from readiness planning and dependency management to launch communications, enablement coordination, and post-launch analysis. Some initiatives will require deep cross-functional orchestration across many stakeholders; others will rely on strong operational judgment, fast execution, and consistent follow-through. The right person enjoys improving operational systems, bringing clarity to complex initiatives, and helping teams execute change with confidence.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

What you’ll do:

• 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, launch coordination, and stakeholder alignment across support impacting initiatives.
• 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 the right documentation, processes, training, and internal knowledge resources.
• Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and elevate risks when needed.
• Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes.
• Establish timelines, track dependencies, and coordinate imple