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Senior Customer Support Controls & Governance Program Manager

1 month ago
United States, Canada
Full-time
Senior
Program Manager
Project and Program Management
Apply Now
Mercury

Mercury

Mercury provides online business banking solutions tailored for startups and small businesses, offering streamlined financial workflows and quick application processes to enhance operational efficiency.

Banks
251-1K
Founded 2017
$152M raised
View All Jobs 13

Description

  • Lead Customer Support's bank charter remediation program across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support.
  • Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures.
  • Build and operationalize governance mechanisms that keep Customer Support meeting banking expectations as products, tooling, and operations evolve.
  • Own partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews.
  • Evaluate new partner bank agreements to ensure support requirements, reporting obligations, controls, and processes can be operationalized before launch.
  • Establish operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring.
  • Partner with Engineering and Product to strengthen controls through systems and tooling rather than manual processes.
  • Drive cross-functional decisions across teams with competing priorities and significant regulatory impact.
  • Monitor operational control effectiveness and proactively identify risks, gaps, and improvement opportunities after audits, examinations, or partner feedback.

Requirements

  • 7+ years of experience in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, Operational Excellence, or a related function in a regulated environment.
  • Experience leading or contributing to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.
  • Strong ability to translate regulatory expectations into practical operating procedures, workflows, tooling requirements, and frontline behaviors.
  • Comfort building structure in ambiguous environments where ownership, processes, or operating models do not yet exist.
  • Strong operational judgment balancing regulatory rigor with customer support realities.
  • Ability to influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without formal authority.
  • Experience partnering with technical teams to build scalable operational solutions.
  • Clear communication skills across executive, operational, and technical audiences.
  • Preferred experience preparing organizations for bank charter readiness, regulatory examinations, or large-scale remediation programs.
  • Preferred experience building long-term governance programs and supporting partner bank governance, KPI reporting, or operational oversight.

Benefits

  • Base salary plus equity (stock options/RSUs) and benefits.
  • Target base salary range of $154,200-$192,800 for NYC, Los Angeles, Seattle, or the San Francisco Bay Area.
  • Target base salary range of $138,800-$173,500 for other US locations.
  • Target base salary range of $145,800-$182,200 CAD for Canadian employees.
  • Competitive compensation benchmarked against the SaaS and fintech market.
  • Reasonable accommodations during the recruitment process for applicants with disabilities or special needs.

Interested in this position?

Apply directly on the company website

Apply Now

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