--- title: 'Senior Customer Support Operations Readiness Program Manager at Mercury' canonical: 'https://feeny.ai/job/senior-customer-support-operations-readiness-program-manager-mercury-san-64bbeg34qzbz' type: 'job' last_seen: '2026-09-06' --- # Senior Customer Support Operations Readiness Program Manager at Mercury - **Company:** Mercury - **Location:** San Francisco CA New York NY Portland OR OR Within Canada OR, United States - **Compensation:** $110k–$152k - **Work type:** remote - **Posted:** 2026-08-14 - **Last confirmed live:** 2026-09-06 - **Apply:** https://job-boards.greenhouse.io/mercury/jobs/6144592004 ## Job description In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place. As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change. This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly. You'll drive and continuously improve the operational rhythms that keep teams coordinated, from readiness planning and dependency management to launch communications, enablement coordination, and post-launch analysis. Some initiatives will require deep cross-functional orchestration across many stakeholders; others will rely on strong operational judgment, fast execution, and consistent follow-through. The right person enjoys improving operational systems, bringing clarity to complex initiatives, and helping teams execute change with confidence. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. What you’ll do: - Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly. - Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction. - Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives. - Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs. - Lead readiness planning for new product launches, workflow changes, and tooling updates, ensuring support teams are prepared with the right documentation, processes, training, and internal knowledge resources. - Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed. - Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes. - Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts. - Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales. - Track launch outcomes, adoption, and support impact to identify opportunities for future improvements. - Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes. - Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs. What we’re looking for: - 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 in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments. - Experience improving operational processes and documentation. - Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar - Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences - Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement - A high degree of ownership and bias toward action, paired with strong attention to detail and operational quality - Comfort operating in ambiguous environments where priorities, systems, and processes continue to evolve over time - Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles The ideal candidate may also have: - Experience coordinating product launches, tooling rollouts, or operational changes that required alignment across multiple teams. - A track record of improving operational workflows, documentation, or team processes to reduce friction and increase consistency. - Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams to successfully implement new initiatives. - Strong organizational instincts, with the ability to manage multiple initiatives, identify risks, and keep stakeholders aligned without losing attention to detail. - Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials that support successful change adoption. - Familiarity with tools like Zendesk, Linear, Salesforce, or similar operational workflow platforms. - Experience using data to evaluate operational performance, measure launch outcomes, or identify process improvements, including proficiency with Google Sheets, SQL, or similar tools. - A habit of bringing structure to ambiguity, identifying opportunities to improve existing processes, and helping teams execute change with clarity and confidence. Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. ## #LI-AS1 Total Rewards The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following: 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 (any location): $115,000—$143,700 CAD ## About Mercury ## Company Overview - **One-liner**: Mercury provides banking and financial workflow solutions for startups and ambitious companies. - **Entity Type**: Private (venture-backed) - **Headquarters**: San Francisco, California, USA (offices also in New York, NY and Portland, OR) - **Founded**: Not publicly available - **Founders**: Not publicly available ## Core Business - **Primary industry/industries**: Fintech, Business Banking, Financial Operations - **Target customers**: B2B – primarily startups and growing companies - **Mission or purpose statement**: “Transformative banking for ambitious entrepreneurs” – making banking better and simplifying financial operations so businesses can focus on growth. ## Products & Services - **Mercury Banking**: A powerful business bank account (checking, savings, debit and credit cards) that serves as the nucleus of financial operations. (Service) - **Bill Pay & Spend Management**: Tools to pay bills, send invoices, monitor spending, and understand cash flow – all from one platform. (SaaS/Service) - **Financial Operations Platform**: Integrates payments, invoices, bill pay, cash flow monitoring, and spend management into a single dashboard. (SaaS) ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Key Metric**: Over 200,000 startups use Mercury; employees count exceeded 1,000 (950+ as of one source, 919 U.S.-based employees reported by Great Place to Work). - **Notable Investors/Partners**: Backed by top-tier venture capitalists (specific names not disclosed in available sources). Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust (Members FDIC). - **Growth Signals**: - Within days of Silicon Valley Bank’s failure (March 2023), Mercury picked up more than $2 billion in deposits and retained 92% of those customers six months later. - Recognized on Fortune’s Best Medium Workplaces 2023 (ranked 16th), Forbes Fintech 50, and Fast Company’s Most Innovative. - 96% of employees say Mercury is a great place to work (Great Place to Work certified). ## Competitive Advantages - **All-in-One Financial Hub**: Combines banking, payments, bill pay, and spend management in one platform, reducing the need for multiple tools. - **Startup-First Design**: Built specifically for high-growth companies, with features that scale from early stage to established enterprise. - **High Customer Retention**: Proven stickiness after the SVB crisis demonstrates strong trust and product-market fit. - **Top-Tier Backing and Recognition**: Endorsed by leading investors and media, reinforcing credibility. ## Strategic Focus - **Product Expansion**: Continuing to build out financial workflows (bill pay, spend management) to become the single source of truth for business finance. - **AI Integration**: Hiring for roles like Senior Machine Learning Operations Engineer, AI Engineering, and Model Risk Manager – indicating a push to embed AI/ML into products and internal processes. - **Remote-First Talent**: Embracing a remote-first culture with physical offices in SF, NY, Portland, and hiring across the US and Canada. ## Why Work Here - **Culture & Values**: Emphasizes “build relentlessly,” “think actively,” “be super helpful,” and “act with humility.” Employees report a strong sense of purpose and collaboration. - **Remote & Hybrid Flexibility**: Remote-first with optional in-office hubs. Open roles are listed as “Any office or remote” in the US and Canada. - **Benefits Package**: - Health, dental, vision insurance - 12+ weeks paid parental leave - $600 custom work-from-home equipment setup - Annual $1,000 learning & development budget - Paid 6-week sabbatical after 5 years - Weekly $100 food budget - Monthly $100 wellness budget - Monthly $50 cellphone reimbursement - Unlimited vacation (with mandatory minimum) - 401(k) matching up to 4% of base salary - Inclusive fertility and family-forming benefits (Carrot Fertility) - Pet-friendly offices with free lunch, snacks, and beverages - **Growth Opportunities**: 950+ employees (as of one source) and growing; strong commitment to career development and high-impact work. - **Diversity & Inclusion**: Stated priority to embrace every individual and provide tools for great work. ## Sources 1. [mercury.com/jobs](https://mercury.com/jobs) – Benefits, culture, open roles 2. [mercury.com/about](https://mercury.com/about) – Company overview, values, press mentions, Forbes quote 3. [job-boards.greenhouse.io/mercury](https://job-boards.greenhouse.io/mercury) – Current job listings 4. [linkedin.com/company/mercuryhq/jobs](https://www.linkedin.com/company/mercuryhq/jobs) – LinkedIn jobs page 5. [greatplacetowork.com/certified-company/7025113](https://www.greatplacetowork.com/certified-company/7025113) – Employee satisfaction certification, headcount ## Other roles at Mercury - [Senior Software Engineer - Investments](https://feeny.ai/job/senior-software-engineer-investments-mercury-san-francisco-ca-new-york-ny-4gep3atcj5a6) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Senior Product Manager - Reconciliation](https://feeny.ai/job/senior-product-manager-reconciliation-mercury-san-francisco-ca-new-york-ny-khn1yf0jd6ww) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Senior KYC Investigator - Ongoing Due Diligence](https://feeny.ai/job/senior-kyc-investigator-ongoing-due-diligence-mercury-san-francisco-ca-new-york-marwje6zpscj) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Senior Data Scientist](https://feeny.ai/job/senior-data-scientist-mercury-san-francisco-ca-new-york-ny-portland-or-or-a1j41kx35dxp) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [KYC Investigator - Ongoing Due Diligence](https://feeny.ai/job/kyc-investigator-ongoing-due-diligence-mercury-san-francisco-ca-new-york-ny-88wf7d69w4zx) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Relationship Manager](https://feeny.ai/job/relationship-manager-mercury-san-francisco-ca-new-york-ny-portland-or-or-within-xbpktq98c1bs) — San Francisco CA New York NY Portland OR OR Within, United States - [Staff Data Scientist](https://feeny.ai/job/staff-data-scientist-mercury-san-francisco-ca-new-york-ny-portland-or-or-within-0cpf536w12vs) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Senior Design Manager - Core Experiences](https://feeny.ai/job/senior-design-manager-core-experiences-mercury-san-francisco-ca-new-york-ny-8qa0hbgajb2g) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Senior Design Manager - Growth](https://feeny.ai/job/senior-design-manager-growth-mercury-san-francisco-ca-new-york-ny-portland-or-kb9tztc9ycfs) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States - [Knowledge & Enablement Lead](https://feeny.ai/job/knowledge-enablement-lead-mercury-san-francisco-ca-new-york-ny-portland-or-or-94s45ygg2k3w) — San Francisco CA New York NY Portland OR OR Within Canada OR, United States