Senior Customer Support Service Delivery Program Manager

From the job posting

In 1931, electrical draftsman Harry Beck looked at London’s Underground map and saw a system that had become too complicated to understand. The maps at the time tried to represent the city geographically. Beck realized that wasn’t what riders actually needed. What mattered was how the system connected: which lines went where, where you could transfer, and the simplest way to get from one place to another. So he redrew the network around those relationships instead. His design became the foundation for the modern Tube map and changed how people navigated London. Mercury’s Customer Experience organization has its own increasingly complex network. As Mercury grows, the right place for support work will keep changing. Some new or complex work may benefit from starting in an incubation team before we know how it should scale. From there, it might move into Core Support, remain specialized, transition to an outsourced partner, or become increasingly supported by AI-powered tooling. The challenge is knowing where work belongs at each stage of its lifecycle, when it’s ready to move, and how to make those transitions without compromising the customer experience. For the first 9–12 months, a significant majority of your work will focus on our growing BPO partnership. …

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