Strategic CX Service Delivery & Transitions Lead

Mercury; New York (NY); On-site; USD 154,000 - 193,000; Full time

Job summary

Mercury seeks a Senior Program Manager to shape how customer experience support evolves, with an initial emphasis on expanding and optimizing our BPO partnership. You will frame the business case, gather data, and guide a cross-functional team through scoping, readiness, migration, ramp, and stabilization to long-term operations.

You’ll collaborate across Workforce, Enablement, QA, Support, and other teams to ensure capacity, training, and knowledge transfer align with strategic goals.

Qualifications

• 6+ years of experience in strategic program management or related fields.
• Experience with outsourced service delivery and transitions into BPO environments.
• Knowledge of workforce planning, forecasting, training, knowledge transfer, and quality management.
• Ability to build business cases and align stakeholders around data-driven recommendations.

Responsibilities

• Lead high-impact programs to evolve CX support, with initial focus on expanding a BPO partnership.
• Identify opportunities to move work to different service delivery models and build cases for change.
• Define criteria for incubation vs. graduation and select appropriate delivery models.
• Evaluate AI-powered tooling opportunities and justify automation where it improves outcomes.
• Lead end-to-end transitions from scoping to stabilization and handoff to long-term operations.
• Collaborate with Workforce Management, Enablement, QA, Support, and other teams to plan capacity, training, and readiness.
• Establish success metrics and monitor outcomes of transitions against planned benefits.
• Bring structure to complex service delivery questions and produce clear, evidence-based recommendations.

Skills

Strategic PM

CX operations

Service delivery

Outsourcing transitions

BPO partnerships

Forecasting

Training/knowledge transfer

Quality management

Ramp planning

Stabilization

SQL

Google Sheets

BI tools

Systems thinking

Tools

SQL

Google Sheets

BI tools

Job description

Mercury seeks a Senior Program Manager to shape how customer experience support evolves, with an initial emphasis on expanding and optimizing our BPO partnership. You will frame the business case, gather data, and guide a cross-functional team through scoping, readiness, migration, ramp, and stabilization to long-term operations.

You’ll collaborate across Workforce, Enablement, QA, Support, and other teams to ensure capacity, training, and knowledge transfer align with strategic goals.