Senior Customer Support Controls & Governance Program Manager – Controls & Governance

Job Description

Senior Customer Support Controls & Governance Program Manager | Mercury

The Tone:
This is a full-time role at Mercury, available remotely across the US and Canada, or in New York City, Los Angeles, Seattle, and the San Francisco Bay Area. Mercury is a fintech company building critical operational foundations to support its transition to becoming a bank. This role is crucial for designing and operationalizing the systems, controls, and governance within Customer Support, enabling it to scale into a bank-grade operation. You will define how Mercury’s Customer Support evolves into a bank-grade operation, shaping its readiness for bank examinations and establishing the standards that enable responsible scaling while preserving speed, quality, and customer empathy. This is a foundational opportunity to build an entirely new operating discipline.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote (US & Canada), New York City, Los Angeles, Seattle, San Francisco Bay Area
• Pay: $154200–$192800 yearly
• Mission: To design and operationalize the systems, controls, and governance mechanisms that enable Customer Support to scale into a bank-grade operation while maintaining speed, quality, and customer empathy.

What You’ll Actually Do
• Program Leadership: Lead Customer Support’s bank charter remediation program, driving execution across multiple internal teams (Compliance, Risk, QA, Enablement, Engineering, Banking) to ensure Mercury is fully prepared for upcoming regulatory examinations.
• Regulatory Translation: Translate complex regulatory requirements into practical, scalable support workflows, clear policies, robust operational controls, comprehensive documentation, and actionable frontline procedures.
• Governance Development: Build and operationalize long-term governance mechanisms to ensure Customer Support consistently meets evolving banking expectations across all products, tooling, and operational changes.
• Partner Oversight: Own all aspects of partner bank governance, including continuous KPI monitoring, detailed operational reporting, service level oversight, and leading recurring governance reviews.
• Operational Readiness: Evaluate new partner bank agreements to guarantee Customer Support can successfully operationalize new service requirements, reporting obligations, controls, and support processes well before any launch.
• Control Strengthening: Identify opportunities to strengthen operational controls through systems or tooling solutions, partnering strategically with Engineering and Product teams to implement scalable and durable improvements.

The Must-Haves
• Background: Senior-level experience in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, or Operational Excellence within a regulated environment.
• Experience: 7+ years leading or significantly contributing to regulatory remediation, operational controls, audit readiness, or bank charter preparation initiatives.
• Skills: Ability to translate complex regulatory expectations into practical operating procedures and scalable solutions; thrives in ambiguous environments, building structure from scratch; strong cross-functional influence and clear communication across diverse audiences.
• Bonus: Experience preparing organizations for bank charter readiness or large-scale remediation; building long-term governance programs; supporting partner bank relationships through operational governance; working in fast-growing organizations to scale operational rigor; building operating mechanisms and systems.