Senior Customer Support Controls – Governance Program Manager

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🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $154.2k - $192.8k / year

⏰ Full Time

🟠 Senior

📋 Program Manager

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Mercury

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

Fintech • Finance • SaaS

Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

📋 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 for Customer Support • Own partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews • Evaluate new partner bank agreements and operationalize service requirements, reporting obligations, controls, and support processes before launch • Establish operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring • Strengthen operational controls through systems and tooling with Engineering and Product • Drive cross-functional decisions across teams with competing priorities • Monitor control effectiveness and identify emerging risks, control gaps, and continuous improvement opportunities following 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 • Experience operating in a regulated environment • Experience leading or significantly contributing to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives • Ability to develop deep expertise in Customer Support controls and governance • Ability to translate regulatory expectations into operating procedures, workflows, tooling requirements, and frontline behaviors • Ability to build structure 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 across executive, operational, and technical audiences • Experience preparing organizations for bank charter readiness, regulatory examinations, or large-scale remediation programs • Experience building long-term governance programs • Experience supporting partner bank relationships through operational governance, service level management, KPI reporting, or operational oversight • Experience working in fast-growing organizations • Experience building operating mechanisms and systems rather than simply delivering projects

🏖️ Benefits

• Base salary • Equity (stock options/RSU’s) • Benefits • Competitive salary and equity ranges • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs