Senior Customer Support Controls & Governance Program Manager

📋 Description

• Lead bank charter remediation program across Compliance, Risk, QA, Enablement, Engineering
• Translate regulatory requirements into scalable support workflows, policies, and frontline
• Build and operate governance mechanisms to meet banking expectations as products and operations
• Own partner bank governance, including KPI monitoring, reporting, SLAs, and governance reviews.
• Evaluate new partner bank agreements to operationalize service requirements and controls before
• Establish sustainable rhythms for evidence collection, audit readiness, and continuous control

🎯 Requirements

• 7+ years in Program Management, Operations, Risk, Compliance, or related roles in regulated
• Led or contributed to regulatory remediation, audit readiness, or governance initiatives.
• Deep expertise in Customer Support controls and governance; proactive risk identification.
• Translate regulatory expectations into practical procedures, workflows, and tooling.
• Thrives in ambiguity; builds structure where ownership/processes are not yet defined.
• Strong operational judgment balancing regulatory rigor with customer realities.

🎁 Benefits

• Total rewards package includes base salary, equity, and benefits.
• Competitive compensation within SaaS/fintech; ranges updated by location.
• Mercury is an equal opportunity employer; accommodations available during recruitment.