运营准备计划经理
Operations Readiness Program Manager
在1960年代，美国国家航空航天局（NASA）的任务控制中心将太空飞行从孤立的工程行为转变为协调的执行系统。每次发射都依赖于工程、通信、运营和风险等领域的数百个相互关联的决策——所有这些都在高压下精确同步。任务控制真正的成就是不仅仅应对问题；而是建立了操作准备系统，使复杂任务成为可能。
随着Mercury不断扩展，我们正在寻找一名**操作准备项目经理**，帮助实现并持续改进使客户支持保持一致、准备充分并随时了解持续变化的系统。
这个职位位于影响客户支持的举措的核心——与支持、产品、风险、工程和赋能团队合作，确保发布、工具更新、流程变更和运营举措得到周密考虑并顺利执行。
你将推动并持续改进保持团队协调的操作节奏，从准备计划和依赖管理到发布沟通、赋能协调和发布后分析。一些举措需要跨职能的深度协调；另一些则需要强大的操作判断力、快速执行和持续跟进。
合适的人喜欢改进操作系统，为复杂的举措带来清晰度，并帮助团队有信心地执行变革。
*Mercury是一家金融科技公司，不是FDIC承保银行。银行业务通过Choice Financial Group和Column N.A.提供，均为FDIC成员。*
#### **你将负责：**
- 协调影响客户支持的举措中的操作准备活动，确保发布、工具变更和流程更新顺利实施。
- 与支持、产品、风险、工程和赋能团队跨职能合作，尽早明确操作需求，减少后续支持摩擦。
- 主导客户支持的重复性操作准备动作和沟通，包括每周变更更新、发布协调以及影响支持举措的利益相关者对齐。
- 维护即将影响客户支持举措的集中路线图，并帮助利益相关者理解依赖关系和准备需求。
- 领导新产品的发布准备计划，工作流程
查看英文原文
In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place.
As Mercury continues to scale, we’re looking for an **Operations Readiness Program Manager** to help operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change.
This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly.
You'll drive and continuously improve the operational rhythms that keep teams coordinated, from readiness planning and dependency management to launch communications, enablement coordination, and post-launch analysis. Some initiatives will require deep cross-functional orchestration across many stakeholders; others will rely on strong operational judgment, fast execution, and consistent follow-through.
The right person enjoys improving operational systems, bringing clarity to complex initiatives, and helping teams execute change with confidence.
_*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC._
#### **What you’ll do:**
- Coordinate operational readiness activities across customer support impacting initiatives, ensuring launches, tooling changes, and process updates are implemented smoothly.
- Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements early and reduce downstream support friction.
- Own recurring operational readiness motions and communications for Customer Support, including weekly change updates, launch coordination, and stakeholder alignment across support impacting initiatives.
- Maintain the centralized roadmap of upcoming customer support impacting initiatives and help stakeholders understand dependencies and readiness needs.
- Lead 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.
- Partner with cross-functional stakeholders to ensure readiness deliverables are completed on time and escalate risks when needed.
- Review customer support impacting change requests, identify operational risks and support implications, and partner with stakeholders to improve launch readiness and post-launch outcomes.
- Establish timelines, track dependencies, and coordinate implementation requirements with Systems Administrators and technical partners to support successful operational rollouts.
- Improve operational processes for intake, implementation tracking, and launch coordination as the organization scales.
- Track launch outcomes, adoption, and support impact to identify opportunities for future improvements.
- Partner with Learning & Development to create scalable enablement materials that support successful adoption of new tools, workflows, and operational changes.
- Evaluate the effectiveness of operational readiness initiatives and iterate on processes, tooling, and communication strategies based on stakeholder feedback and business needs.
#### **What we’re looking for:**
- 3-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments
- Experience coordinating cross-functional initiatives across multiple teams.
- Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments.
- Experience improving operational processes and documentation.
- Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar
- Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences
- Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement
- A high degree of ownership and bias toward action, paired with strong attention to detail and operational quality
- Comfort operating in ambiguous environments where priorities, systems, and processes continue to evolve over time
- Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles
#### **The ideal candidate may also have:**
- Experience coordinating product launches, tooling rollouts, or operational changes that required alignment across multiple teams.
- A track record of improving operational workflows, documentation, or team processes to reduce friction and increase consistency.
- Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams to successfully implement new initiatives.
- Strong organizational instincts, with the ability to manage multiple initiatives, identify risks, and keep stakeholders aligned without losing attention to detail.
- Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials that support successful change adoption.
- Familiarity with tools like Zendesk, Linear, Salesforce, or similar operational workflow platforms.
- Experience using data to evaluate operational performance, measure launch outcomes, or identify process improvements, including proficiency with Google Sheets, SQL, or similar tools.
- A habit of bringing structure to ambiguity, identifying opportunities to improve existing processes, and helping teams execute change with clarity and confidence.
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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**Total Rewards**
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following **:**
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$121,700—$152,100 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$109,500—$136,900 USD
Canadian employees (any location):
$115,000—$143,700 CAD