Mercury
·Product Management
Senior Customer Support Controls & Governance Program Manager
About this role
Lead Mercury's transformation of Customer Support into a bank-grade operation by designing controls and governance systems for regulatory readiness. You'll own the bank charter remediation program and build long-term governance mechanisms that scale with the business.
Must have
7+ years in Program Management, Operations, Risk, Compliance, or related function
Experience in a regulated environment required
Led or contributed to regulatory remediation, audit readiness, or bank charter preparation
Proven ability to translate regulatory expectations into operational procedures
Strong stakeholder influence without formal authority
Experience partnering with technical teams on scalable solutions
Clear communication across executive, operational, and technical audiences
Responsibilities
Lead Customer Support's bank charter remediation program for regulatory examinations
Translate regulatory requirements into scalable support workflows and controls
Build governance mechanisms for ongoing banking expectation compliance
Own partner bank governance including KPI monitoring and service level oversight
Evaluate new partner bank agreements for operational readiness
Establish operating rhythms for evidence collection and audit readiness
Identify control strengthening opportunities through systems and tooling
Drive cross-functional decisions across competing priorities
Monitor control effectiveness and identify emerging risks proactively
Benefits
Recruitment process
Role is foundational to Mercury's evolution into a bank-grade operation
Work at intersection of Customer Support, Compliance, Risk, Banking, QA, Product, and Engineering
Build new operating discipline rather than inheriting mature program
Direct influence on Mercury's bank examination readiness and long-term partnerships
Base salary ranges vary by location with equity and benefits included
Mercury is a fintech company, not an FDIC-insured bank
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