Mercury
·Customer Service
Senior Customer Support Controls & Governance Program Manager
About this role
Lead Mercury's transformation of Customer Support into a bank-grade operation, starting with bank charter examination readiness in 2027. Build long-term controls, governance mechanisms, and operational systems at the intersection of Customer Support, Compliance, Risk, and Banking.
Must have
7+ years experience in Program Management, Operations, Risk, Compliance, or related function in regulated environments
Led or contributed to regulatory remediation, operational controls, audit readiness, or bank charter preparation
Deep expertise in translating regulatory expectations into practical operating procedures and workflows
Strong ability to influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support
Experience partnering with technical teams to build scalable operational solutions
Clear communication across executive, operational, and technical audiences
Technologies
Responsibilities
Lead Customer Support's bank charter remediation program for regulatory examinations
Translate regulatory requirements into scalable support workflows, policies, and operational controls
Build and operationalize governance mechanisms for ongoing banking expectations
Own partner bank governance including KPI monitoring and service level oversight
Evaluate new partner bank agreements for operational feasibility before launch
Establish sustainable operating rhythms for evidence collection and audit readiness
Identify opportunities to strengthen controls through systems and tooling with Engineering and Product
Drive cross-functional decisions across teams with competing regulatory priorities
Monitor control effectiveness and proactively identify emerging risks and gaps
Benefits
Recruitment process
Role is foundational to Mercury's evolution into a bank-grade operation
Work directly influences bank examination readiness and long-term partnership structures
Build entirely new operating discipline rather than inheriting mature program
Operate at intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering
Mercury is a fintech company, not an FDIC-insured bank; banking services through partner banks
