Senior Customer Support Strategic Program Manager

About the Role

“Ideas are easy. Execution is everything.” - John Doerr

As a Senior Strategic Program Manager on Mercury’s Customer Experience (CX) team, you’ll lead some of our most complex and high-impact programs bringing structure, alignment, and strategic momentum to the work that shapes how we serve our customers. You won’t just track progress. You’ll architect it.

This role is for someone who thrives in ambiguity, builds scalable systems, and helps teams move faster and smarter without adding unnecessary process. You'll be both a thought partner and an execution engine for CX leadership, shaping priorities, unblocking progress, and driving cross-functional results.

You’ll sit at the heart of our Strategy and Planning team, embedded in the Customer Experience org but working closely with teams across CX Leadership, Product, Engineering, Learning & Development, and our Zendesk System Administrator team. If you’re energized by designing better ways of working, aligning smart people around meaningful goals, and seeing programs through from first doc to long-term success, we’d love to meet you.

What You’ll Do

As a Senior Strategic Program Manager, your work will span strategy, execution, and systems design. You’ll be trusted to lead through ambiguity, drive alignment on solutions and move the organization forward through high-impact programs.

• Lead and deliver complex, cross-functional programs that shape how we support customers from evolving our support model by customer segment or product line, to redesigning KPIs, scaling vendor partnerships, and raising our operational and security standards
• Drive initiatives across technology, process, and people, ensuring smooth execution from early scoping through long-term adoption and impact
• Define and structure work in ambiguous spaces uncovering the right questions, aligning stakeholders, and turning strategy into action
• Create scalable systems and program management practices that help CX teams prioritize, execute, and measure progress consistently and effectively
• Use business analytics tools to explore trends, uncover gaps, and shape strategic direction not just to measure outcomes, but to inform the questions we ask and the programs we prioritize
• Act as connective tissue across teams like Product, Engineering, L&D, Zendesk System Administrators, and Risk managing dependencies and ensuring shared understanding
• Mentor peers and improve program delivery through thoughtful guidance, templates, tooling, and feedback
• Spot what’s missing and fill it through new programs, repeatable systems, or simply asking the question no one else is asking

What You Bring to the Table

• Have 6+ years of program management experience, including 2–3+ years operating at a senior level across multiple functions or departments - ideally within a Customer Support or Customer Experience organization
• Have led complex, strategic initiatives from definition through execution, often without a clear playbook
• Operate autonomously, but always in partnership - you know when to pull others in and when to unblock yourself
• Make the complex feel approachable - balancing depth with clarity in how you frame problems and drive progress
• Balance strategic thinking with strong operational rigor - you love a well-scoped plan and a well-run meeting
• Have excellent written and verbal communication skills, and can tailor your message for execs, ICs, or cross-functional stakeholders alike
• Care about building trust, giving and receiving feedback, and making work better for others, not just yourself

The Ideal Candidate Will Also Have

• Familiarity with tools like Zendesk, Asana, Notion or other support operations tools
• Experience in data analysis, with proficiency in tools like Google Sheets, SQL, or similar
• A thoughtful approach to change management - balancing speed with communication, clarity, and long-term adoption.
• A passion for continuous learning and improvement, always seeking new ways to enhance