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Mercury Technologies

5 days ago

Senior Customer Support Service Delivery Program Manager

Remote · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

sql

speedrun

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AI TL;DR

You will manage the evolution of customer support delivery models, focusing initially on optimizing our BPO partnership. Your role involves strategic planning and execution to enhance service delivery across various channels.

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  1. What would you ship in the first month as Senior Customer Support Service Delivery Program Manager at Mercury Technologies?
  2. Which tradeoff in the description would you ask about first?
  3. How do you explain a production incident to this team?
  4. What would you measure in the first two weeks?
  5. Which part of your last project maps to this stack?

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Job description

You will manage the evolution of customer support delivery models, focusing initially on optimizing our BPO partnership. Your role involves strategic planning and execution to enhance service delivery across various channels.

Details

  • Remote within Canada or United States
  • 6+ years of experience in program management or customer experience operations
  • Skills: SQL

The work

  • Lead programs to evolve customer support delivery, focusing on BPO partnership expansion
  • Identify opportunities for service delivery model changes and build cases for transition
  • Define criteria for workflow readiness and evaluate AI-powered tooling opportunities
  • Partner with various teams to create transition plans and measure success outcomes