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Mercury

3 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 analyzing data and leading transitions to improve customer experience.

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  1. What would you ship in the first month as Senior Customer Support Service Delivery Program Manager at Mercury?
  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 analyzing data and leading transitions to improve customer experience.

Details

  • Remote within Canada or United States
  • 6+ years of experience
  • 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 those changes.
  • Define criteria for when workflows should transition between different service delivery models.
  • Evaluate the role of AI-powered tooling in reshaping support work.