Customer Support Strategic Program Manager
WFA Digital Insight
The demand for skilled Customer Experience professionals grew 25% in 2025, driven by the need for seamless support in the digital age. Mercury's Customer Support Strategic Program Manager role stands out for its focus on building a balanced and adaptable operating system. With the right skills, such as proficiency in Google Sheets and experience in program management, candidates can thrive in this challenging yet rewarding position. As the remote job market continues to evolve, it's essential for applicants to understand the importance of collaborative problem-solving and data-driven decision making.
Job Description
About the Role
The Customer Support Strategic Program Manager at Mercury plays a pivotal role in shaping the company's customer experience strategy. This position is critical in creating alignment across teams, introducing clarity in ambiguous spaces, and designing programs that help the organization move with more coordination, confidence, and speed. By operating in a flexible and dynamic environment, the successful candidate will help build a robust operating system that enables Mercury to deliver exceptional customer support. The role is part of the Customer Experience Strategy & Planning team and will focus on key operational and strategic work across Customer Experience.As a Customer Support Strategic Program Manager, you will be responsible for driving strategic and operational programs that improve how Mercury supports its customers. This involves working closely with cross-functional teams, including Product, Engineering, Learning & Development, Risk, and Systems Administration, to coordinate work, manage dependencies, and maintain alignment. Your ability to structure and operationalize ambiguous initiatives, identify next steps, clarify ownership, and create scalable plans for execution will be invaluable in this role.
Mercury's commitment to innovation and customer satisfaction makes this an exciting time to join the team. With the company's focus on using data and operational insights to inform decision-making, the successful candidate will have the opportunity to make a meaningful impact on the customer experience.
What You Will Do
- Drive strategic and operational programs across Customer Experience to improve the customer and agent experience
- Partner cross-functionally with teams to coordinate work, manage dependencies, and maintain alignment
- Help structure and operationalize ambiguous initiatives by identifying next steps, clarifying ownership, and creating scalable plans for execution
- Support improvements to CX processes, tooling, workflows, and operational practices that help teams move more effectively as Mercury scales
- Contribute to program management systems and rituals that improve prioritization, communication, accountability, and execution across the organization
- Use data and operational insights to identify trends, surface opportunities, and support decision-making across CX initiatives
- Drive programs from early planning through rollout and adoption, helping teams navigate change thoughtfully and effectively
- Focus on simplification — creating experiences, workflows, and systems that feel intuitive, scalable, and useful for both customers and internal teams
What We Are Looking For
- 4–6 years of experience in program management, operations, customer experience, support strategy, or related roles
- Experience leading or contributing to cross-functional programs with multiple stakeholders and moving parts
- Strong organizational and execution skills with the ability to manage timelines, priorities, and follow-through across several initiatives simultaneously
- Comfort operating in ambiguity and helping create clarity, structure, and momentum where processes may not yet exist
- Strong written and verbal communication skills with the ability to collaborate effectively across different teams and levels of the organization
- A thoughtful, low-ego approach to partnership and problem-solving — you care about helping teams work better together
- A bias toward action and continuous improvement, with an instinct for identifying friction and simplifying systems over time
Nice to Have
- Familiarity with tools like Zendesk, Asana, Notion, or similar operational platforms
- Experience working within Customer Support, Customer Experience, Operations, or other service-oriented organizations
- Comfort working with data in tools like Google Sheets, Looker, SQL
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and innovative company
- Collaborative and supportive team environment
- Professional development opportunities
- Flexible working arrangements, including remote work options
- Access to cutting-edge tools and technologies
- Recognition and reward for outstanding performance
How to Stand Out
- Make sure to highlight your experience with Google Sheets and data analysis in your application.
- Prepare to discuss specific examples of how you've driven strategic and operational programs in previous roles.
- Show a genuine interest in customer experience and a willingness to learn and adapt to new systems and processes.
- Be ready to talk about your approach to problem-solving and how you handle ambiguity and uncertainty.
- Consider including a portfolio or samples of your work that demonstrate your program management skills and experience.
- Don't hesitate to ask about the company culture and team dynamics during the interview process.
- Research Mercury's mission and values to understand how your skills and experience align with the company's goals.
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