Senior Customer Support Strategic Program Manager

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Support, BiotechnologyIndustries

Requirements

Candidates should have 6+ years of program management experience, with 2-3+ years at a senior level across multiple functions, preferably in Customer Support or Customer Experience. Experience leading complex, strategic initiatives from definition to execution without a clear playbook is essential. The ideal candidate is autonomous yet collaborative, skilled at making complex issues approachable, balancing strategic thinking with operational rigor, and possesses excellent written and verbal communication skills. Familiarity with tools like Zendesk, Asana, Notion, and data analysis tools such as Google Sheets or SQL is preferred, as is a thoughtful approach to change management and a passion for continuous learning.

Responsibilities

The Senior Strategic Program Manager will lead and deliver complex, cross-functional programs that shape customer support, including evolving support models, redesigning KPIs, scaling vendor partnerships, and improving operational and security standards. They will drive initiatives across technology, process, and people, ensuring smooth execution from scoping to adoption. This role involves defining and structuring work in ambiguous spaces, creating scalable systems and program management practices, and using business analytics to explore trends and inform strategic direction. The manager will act as connective tissue across teams like Product, Engineering, and L&D, manage dependencies, mentor peers, and proactively identify and fill gaps through new programs or systems.

Skills

Program Management

Cross-functional Leadership

Strategic Planning

Systems Design

Process Improvement

Stakeholder Alignment

Customer Experience

Vendor Management

KPI Definition

Operational Standards

Security Standards

Zendesk

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees