Customer Support Strategic Program Manager

About the role

Buckminster Fuller popularized the concept of “tensegrity” — structures that hold together not because of rigid hierarchy, but because carefully balanced forces create stability, flexibility, and strength at the same time.

As a CS Strategic Program Manager at Mercury, you’ll help build that kind of operating system for Customer Experience. You won’t do it through a heavyweight process or top-down control. You’ll do it by creating alignment across teams, introducing clarity in ambiguous spaces, and designing programs that help the organization move with more coordination, confidence, and speed.

This role sits on Mercury’s Customer Experience Strategy & Planning team and focuses on some of the most important operational and strategic work across CX. You’ll help drive programs that improve how we support customers, scale operations, implement change, and partner cross-functionally across Product, Engineering, Learning & Development, Risk, and Systems Administration.

You’ll be trusted to bring structure to evolving problems, connect dots across teams, and help turn good ideas into durable executi

Skills