Everything you do with money. All in one place. Apply in 10 minutes for business banking that transforms how you operate. Backed by Sequoia, a16z and 500 Global.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Has 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, support operations, or a related field
- Has deep experience with outsourced service delivery and has personally led significant transitions of operational work into a BPO or similar partner environment
- Understands the operational machinery behind successful BPO transitions, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization
- Can build a strong recommendation without needing to own the final decision. You know how to gather the right evidence, frame tradeoffs clearly, anticipate objections, and create alignment among senior stakeholders
- Thinks in systems. You naturally look beyond the performance of an individual team to understand how the broader service delivery model works and where changing it could produce a better outcome
- Is analytically rigorous and commercially minded. You’re comfortable working with operational and financial data, testing assumptions, building business cases, and making recommendations when the answer isn’t obvious
More about this role
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,...
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