Technical Operations Manager

Technical Operations Manager

"The best way to predict the future is to create it." - Peter Drucker

We're looking for a Technical Operations Manager to build and lead the team behind the systems, tools, and processes that power Mercury's Customer Support organization. This is a newly created role within our Customer Support Strategy & Operations group, focused on transforming TechOps from maintenance mode into a strategic, scalable function.

You'll define the team's charter, set its roadmap, and bring structure to how Support leverages technology - from AI and automation to ticketing systems & data integrations. In this role, you'll balance technical fluency with operational design, connecting dots between Engineering, Product, and Support to ensure our systems run smoothly today while laying the groundwork for what's next. Ultimately, you'll help shape how technology enables Customer Support at Mercury.

Key Responsibilities :

• Lead and grow the Technical Ops team; own the domain from intraday management to long term planning
• Define and maintain actionable metrics, dashboards, and SLAs to drive performance and accountability
• Architect, configure, and manage the lifecycle of core systems (e.g. Zendesk, internal tools), including change control, QA, and rollback strategies
• Stay ahead of industry trends to evolve tooling and operational processes - continuously seek improvements in efficiency and scale
• Detect and remediate system weaknesses and single points of failure; lead incident response, post-mortems, and escalation practices
• Oversee sprint planning and execution for Ops initiatives & tasks; manage the backlog, dependencies, prioritization, and cross-functional coordination
• Ensure documentation, runbooks, and internal processes are up to date
• Act as the key interface between Technical Ops and internal or external stakeholders, sharing status, risks, and roadmap
• Lead onboarding of new products or partners from a tooling and operations perspective
• Champion automation, observability, and infrastructure-as-code practices; establish standards, templates, and processes to scale efficiently
• Thinks critically about AI and tooling - balancing innovation with practicality, keeping people at the center

What You Bring to the Table :

The Ideal Candidate Will Also Have :

The total rewards package at Mercury includes base salary, equity (stock options), 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 :

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.