Senior Customer Support Service Delivery Program Manager

Role overview Guide how customer support work is distributed across internal teams, specialized groups, outsourced operations, incubation programs, and AI-enabled tools. During the first 9–12 months, the main focus is assessing and expanding an outsourcing partnership; the broader remit is to recommend where work belongs as it matures, build agreement around those recommendations, and lead approved transitions through stabilization and operational handoff.

Responsibilities - Identify support work that may benefit from a different delivery model and build recommendations using customer impact, operational conditions, and financial data. - Define criteria for when work should enter an incubation or pilot model, when it is ready to scale, and which team or service model should take it next. - Assess where automation or AI could handle or augment support work and make the case for its customer and business value. - Lead approved transitions from initial scoping and business case through readiness, migration, ramp-up, stabilization, and handoff. - Coordinate with workforce management, enablement, quality, support, and other teams on capacity, training, knowledge transfer, tools, and operational readiness. - Set success measures before changes begin, track customer, quality, capacity, and cost outcomes, and revisit assumptions when results differ from expectations.

Requirements - Able to move between strategic analysis and detailed program execution, with sound judgment around customer impact and operational tradeoffs. - Skilled at using data to develop clear recommendations and business cases and align senior stakeholders. - Experienced leading complex, cross-functional transitions from planning through implementation and stabilization. - Able to define readiness measures, manage dependencies, and assess whether a change delivered its intended results.

Nice to have - Experience with multi-tier support models, outsourced operations, vendor launches, or moving work between internal teams. - Familiarity with incubation or pilot models and deciding when new or complex work is ready to scale. - Experience evaluating AI or automation in customer support, or using SQL, spreadsheets, or business intelligence tools for analysis. - Background in fintech, financial services, or another regulated environment.

Benefits and work setup The source describes base pay, equity, and benefits. Target base salary ranges vary by location: US$154,200–$192,800 in specified major US markets, US$138,800–$173,500 elsewhere in the US, and CA$145,800–$182,200 in Canada.