Senior Customer Support Controls & Governance Program Manager

Mercury
San Francisco, New York, Canada, United States
Workplace: RemoteFull timeUSD 138,800 - 192,800 annuallyFunction: Customer Support (Service Desk)Experience: 7+ yearsSkills: ["Operational judgment","Cross-functional collaboration","Stakeholder influence","Problem-solving","Communicating clearly"]

Lead Customer Support’s bank charter remediation and long-term controls/governance program, turning regulatory expectations into scalable workflows, policies, documentation, and operating rhythms. Own partner bank governance, KPI monitoring, and audit readiness, while driving cross-functional execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support. Build sustainable evidence collection and continuous control monitoring, strengthening tooling where needed to scale responsibly.

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Mercury
Mercury
3 days ago

Senior Customer Support Controls & Governance Program Manager

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Job Summary

Lead Customer Support’s bank charter remediation and long-term controls/governance program, turning regulatory expectations into scalable workflows, policies, documentation, and operating rhythms. Own partner bank governance, KPI monitoring, and audit readiness, while driving cross-functional execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support. Build sustainable evidence collection and continuous control monitoring, strengthening tooling where needed to scale responsibly.
Location: San Francisco, New York, Canada, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead Customer Support’s bank charter remediation program across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to ensure readiness for regulatory examinations.
  • •Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures.
  • •Build and operationalize the governance mechanisms for ongoing banking-expectation alignment as products, tooling, and support operations evolve.
  • •Own partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews.
  • •Establish operating rhythms for evidence collection, issue tracking, audit readiness, and continuous control monitoring, and strengthen controls through systems or tooling with Engineering and Product.

Pay and Benefits

Salary: USD 138,800 - 192,800 annually
Equity and Bonus:Equity

Key Requirements

  • •7+ years of experience in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, Operational Excellence, or a related function, including experience in a regulated environment.
  • •Led or significantly contributed to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.
  • •Translate regulatory expectations into practical operating procedures, workflows, tooling requirements, and frontline behaviors.
  • •Experience building long-term governance programs that continue improving after audits and remediation efforts.
  • •Strong operational judgment and ability to influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without relying on formal authority.
Experience:7+ yearsFintechSaaSRegulated environmentCustomer support
Skills:Operational judgmentCross-functional collaborationStakeholder influenceProblem-solvingCommunicating clearly
Languages:English

Company Brief

Mercury
Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn