# Senior Customer Support Operations Readiness Program Manager

**Company:** [Mercury](https://hotfix.jobs/companies/mercury)
**Location:** Remote
**Role:** Technical Program Management
**Experience:** 5+ years
**Skills:** Program Management, operations readiness, customer support operations, Cross-Functional Coordination, launch readiness, Process Improvement, Zendesk, Linear, Salesforce, Google Sheets, SQL, Documentation, enablement
**Posted:** 2026-08-14

> Leads cross-functional operational readiness for customer-support-impacting launches, tooling updates, and workflow changes. The role requires 3–5 years of operations or program management experience, strong stakeholder communication, and the ability to improve processes in fast-moving SaaS or fintech environments.

## Job Description

## Responsibilities

- Coordinate operational readiness activities across customer support-impacting initiatives, including launches, tooling changes, and process updates.
- Partner with Support, Product, Risk, Engineering, and Enablement teams to align operational requirements and reduce downstream support friction.
- Own recurring readiness motions and communications, including weekly change updates, launch coordination, and stakeholder alignment.
- Maintain the centralized roadmap of customer support-impacting initiatives and communicate dependencies and readiness needs.
- Lead readiness planning for product launches, workflow changes, and tooling updates, ensuring teams have documentation, processes, training, and internal knowledge resources.
- Track readiness deliverables, establish timelines, manage dependencies, and escalate risks.
- Review change requests, identify operational risks and support implications, and improve launch readiness and post-launch outcomes.
- Coordinate implementation requirements with systems administrators and technical partners.
- Improve intake, implementation tracking, and launch coordination processes.
- Track launch outcomes, adoption, and support impact to identify improvements.
- Partner with Learning & Development to create scalable enablement materials.
- Evaluate readiness initiatives and iterate on processes, tooling, and communication strategies.

## Requirements

- 3–5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments.
- Experience coordinating cross-functional initiatives across multiple teams.
- Demonstrated judgment prioritizing competing operational work and making tradeoffs in fast-moving environments.
- Experience improving operational processes and documentation.
- Exceptional prioritization and organizational skills, with a track record of managing complex initiatives while maintaining high-quality execution.
- Strong written and verbal communication skills, including the ability to distill operational complexity into clear, actionable updates.
- Experience leading operational change initiatives such as launch readiness, process adoption, workflow implementation, or support enablement.
- Ownership, bias toward action, attention to detail, and operational quality.
- Comfort working in ambiguous, evolving environments.
- Strong collaboration and stakeholder relationship-building skills.

## Nice-to-haves

- Experience coordinating product launches, tooling rollouts, or operational changes across multiple teams.
- Experience improving workflows, documentation, or team processes.
- Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams.
- Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials.
- Familiarity with Zendesk, Linear, Salesforce, or similar workflow platforms.
- Experience using data to evaluate operational performance and launch outcomes, including Google Sheets, SQL, or similar tools.
- Ability to bring structure to ambiguity and improve processes.

## Compensation and Benefits

- Total rewards include base salary, equity (stock options/RSUs), and benefits.
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700–$152,100 USD.
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500–$136,900 USD.
- Canadian employees in any location: CAD $115,000–$143,700.

## Similar roles

- [Strategic Projects Lead](https://hotfix.jobs/jobs/76c1beb6-9387-414f-a0b0-9c69a53157a1) - MangoDesk - San Francisco, CA
- [Senior Manager, Quality, Training, and Enablement Operations](https://hotfix.jobs/jobs/73109399-de89-4337-87d8-a920f612e5c6) - Thyme Care - Remote - $140k – $165k/yr
- [Senior Project Manager, Marketing](https://hotfix.jobs/jobs/e18ffd61-9987-4063-bc0b-b5dbf1bc9cd2) - PracticeTek - San Diego, CA - $95k – $100k/yr
- [Technical Deployment Lead, Applied AI](https://hotfix.jobs/jobs/e20b9e3a-0191-4b0c-8607-39f360e1f305) - Anthropic - Austin, TX - $275k – $380k/yr
- [Senior Talent Program Manager](https://hotfix.jobs/jobs/61b92cc2-99a6-4c6d-a756-60b0f6befa6d) - Coinbase - Remote - $166k – $196k/yr

**Apply:** https://hotfix.jobs/jobs/b6d6f833-b981-4225-9d87-ddebb7508087
**Canonical:** https://hotfix.jobs/jobs/b6d6f833-b981-4225-9d87-ddebb7508087