Strategic Service Delivery Program Lead (BPO & AI)

Mercury; San Francisco (CA); On-site; USD 154,000 - 193,000; Full time

Job summary

Mercury is seeking a Senior Program Manager to orchestrate transformative CX service delivery projects and optimize our BPO partnerships. You will synthesize data, customer impact, and operational realities to build compelling transition plans and drive measurable improvements in customer experience.

The role blends strategic planning with hands-on execution, requiring collaboration across Workforce, Enablement, QA, Support, and executive stakeholders.

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 major transitions into BPO or partner environments.
• Understand operational mechanics for BPO transitions, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp and stabilization.

Responsibilities

• Lead high‑impact CX programs, beginning with expanding and optimizing our BPO partnership.
• Identify opportunities to move work to different service delivery models and build the case for change using data.
• Define criteria for incubation readiness, maturity, and graduation to new delivery models.
• Evaluate where AI-powered tooling could improve outcomes and build a clear business case.
• Manage transitions end to end: scoping, business case, readiness, migration, ramp, stabilization, handoff.
• Collaborate with Workforce, Enablement, QA, Support to plan capacity, training, and tooling.

Skills

Strategic program management

CX operations

Outsourcing

Stakeholder alignment

Systems thinking

Tools

SQL

Google Sheets

BI tools

Job description

Mercury is seeking a Senior Program Manager to orchestrate transformative CX service delivery projects and optimize our BPO partnerships. You will synthesize data, customer impact, and operational realities to build compelling transition plans and drive measurable improvements in customer experience.

The role blends strategic planning with hands-on execution, requiring collaboration across Workforce, Enablement, QA, Support, and executive stakeholders.