Principal Director launching new policy research programs at Sightline Institute, a Cascadia sustainability think tank. Conducting research, building coalitions, fundraising, and developing program leaders.
About the role
- Service delivery program manager optimizing Mercury’s customer support ecosystem and BPO partnership. Leading data-driven transitions across internal teams, outsourcing, incubation, and AI-powered tooling.
Responsibilities
- Lead high-impact programs evolving CX support delivery, initially focused on expanding and optimizing Mercury’s BPO partnership
- Identify opportunities to move work between service delivery models and build customer, operational, and financial cases for change
- Define readiness, maturity, graduation, and ownership criteria for workflows
- Evaluate opportunities for AI-powered tooling to take on, augment, or reshape support work
- Lead approved transitions end to end, from scoping and business case through readiness, migration, ramp, stabilization, and operational handoff
- Partner with Workforce Management, Enablement, QA, Support, and other teams on capacity, training, knowledge transfer, quality, tooling, and readiness
- Define and measure customer, quality, capacity, and cost outcomes
- Establish readiness and stabilization criteria
- Structure complex service delivery questions and identify stakeholders, dependencies, and tradeoffs
- Build repeatable service delivery decision frameworks
- Continuously improve Support’s approach based on transition learnings
Requirements
- 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field
- Deep experience with outsourced service delivery
- Personally led significant transitions of operational work into a BPO or similar partner environment
- Understanding of workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization
- Ability to build recommendations using evidence, frame tradeoffs, anticipate objections, and align senior stakeholders
- Analytical rigor and commercial mindset
- Comfort working with operational and financial data, testing assumptions, building business cases, and making recommendations
- Strong judgment in ambiguous environments
- Ability to move from recommendation to execution
- Ability to influence without formal authority
- Ability to communicate complex decisions clearly
- High ownership of outcomes
- Ideal: experience designing or evolving a multi-tier customer support service delivery model
- Ideal: experience with BPO expansions, outsourced operations, vendor launches, or team and site stand-ups
- Ideal: experience moving work between internal delivery models
- Ideal: experience evaluating automation and AI-assisted support
- Ideal: experience with incubation or pilot operating models
- Ideal: experience using SQL, Google Sheets, or business intelligence tools
- Ideal: experience in fintech, financial services, or another regulated environment
Benefits
- Base salary
- Equity (stock options/RSUs)
- Benefits package
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
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Degree requirement
No Education Requirement
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