Mercury9 days ago
Senior Customer Support Operations Readiness Program Manager
Salary not specified
MARKET
12,354 ₽median for this role
IT Support / Helpdesk · 64 jobs with disclosed pay
5,714half of the offers: 8,520–16,354145,833
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San Francisco
Responsibilities
- 01Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly
- 02Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction
- 03Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives
- 04Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs
- 05Lead 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
- 06Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed
- 07Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes
- 08Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts
- 09Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales
- 10Track launch outcomes, adoption, and support impact to identify opportunities for future improvements
- 11Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes
- 12Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs
Requirements
- 013-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments
- 02Experience coordinating cross-functional initiatives across multiple teams
- 03Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments
- 04Experience improving operational processes and documentation
- 05Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar
- 06Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences
- 07Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement
- 08A high degree of ownership and bias toward action, paired with strong attention to detail and operational quality
- 09Comfort operating in ambiguous environments where priorities, systems, and processes continue to evolve over time
- 10Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles