Service Delivery Strategy & Transitions Lead

Mercury; United States; Remote; USD 139,000 - 193,000; Full time

Job summary

Mercury is seeking a strategic program leader to evolve our customer experience delivery. You will drive multi-faceted transitions, prioritize opportunities, and build compelling business cases to move work between incubation, Core Support, specialized teams, and BPO partnerships.

You will work with Workforce Management, Enablement, QA, and Support teams to plan capacity, training, and readiness. The role blends strategy and execution, ensuring transitions deliver intended customer, quality, and

Qualifications

• 6+ years of experience in strategic program management or related field.
• Experience with outsourced service delivery and BPO transitions.
• Analytical and commercially minded; comfortable with data, financial models, and making recommendations.

Responsibilities

• Lead programs to evolve CX service delivery, starting with expanding the BPO partnership.
• Build the business case for transitions using customer, operational, and financial data.
• Define readiness, stability, and transition criteria for incubation, Core/ specialized, or outsourced models.
• Manage end-to-end transitions from scoping and planning through stabilization and handoff.

Skills

Strategic program management

CX operations

Outsourcing transitions

BPO partnerships

SQL

Tools

SQL

Job description

Mercury is seeking a strategic program leader to evolve our customer experience delivery. You will drive multi-faceted transitions, prioritize opportunities, and build compelling business cases to move work between incubation, Core Support, specialized teams, and BPO partnerships.

You will work with Workforce Management, Enablement, QA, and Support teams to plan capacity, training, and readiness. The role blends strategy and execution, ensuring transitions deliver intended customer, quality, and