Senior Customer Support Controls & Governance Program Manager

About this role

In the early decades of aviation, flying itself was no longer the hardest problem. The harder challenge was coordination. As air travel scaled, what once relied on intuition and informal communication required entirely new operational systems: structured procedures, clear ownership, control mechanisms, and real-time coordination that could maintain safety without slowing movement. Modern air traffic control didn't exist to restrict progress. It existed to make scale possible.

At Mercury, we're entering a similar phase of evolution.

As we work toward becoming a bank, we're building the operational foundations required to support that transition thoughtfully and responsibly. We're looking for a Senior Customer Support Controls & Governance Program Manager to help design and operationalize the systems, controls, and governance mechanisms that will allow Customer Support to scale into a bank-grade operation without losing the speed, quality, and customer empathy that define Mercury today.

Your first mission will be helping Customer Support deliver one of the most important operational transformations in Mercury's history: preparing the organization for bank charter examinations in early 2027. From there, you'll evolve from leading a critical regulatory program to owning the long-term controls and governance program that ensures Customer Support continues to meet banking* expectations as Mercury grows.

Once that foundation is in place, you'll own the long-term controls and governance program for Customer Support. You'll build the operating mechanisms that ensure we continue meeting regulatory expectations as our products, partnerships, and support organization evolve. This includes partner bank governance, KPI monitoring, operational readiness for new partner relationships, audit remediation, and continuously strengthening how Customer Support operates at scale.

You'll operate at the intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering, turning evolving regulatory expectations into durable operational systems. The strongest candidates for this role enjoy diving into complexity, becoming the deepest expert in their domain, and creating structure where none exists.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

In this role, you will:

• Lead Customer Support's bank charter remediation program, driving execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to ensure Mercury is prepared for regulatory examinations.

• Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures.

• Build and operationalize the governance mechanisms that ensure Customer Support continues meeting banking expectations as products, tooling, and operations evolve.

• Own partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews.

• Evaluate new partner bank agreements to ensure Customer Support can successfully operationalize new service requirements, reporting obligations, controls, and support processes before launch.

• Establish sustainable operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring.

• Identify opportunities where operational controls can be strengthened through systems or tooling, partnering with Engineering and Product teams to implement scalable solutions.

• Drive cross-functional decisions across teams with competing priorities, bringing clarity, sequencing, and momentum to complex initiatives with significant regulatory impact.

• Monitor the effectiveness of operational controls, proactively identifying emerging risks, control gaps, and opportunities for continuous improvement following audits, examinations, or partner feedback.

We’re looking for someone who:

• 7+ years of experience in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, Operational Excellence, or a related function, including experience operating in a regulated environment.

• Has led or significantly contributed to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.

• Takes pride in becoming the expert in the spaces they own. You'll develop deep expertise in Customer Support controls and governance, proactively identify emerging risks, and make informed decisions with minimal direction. Rather than coordinating work for others, you'll define how this function operates and continuously improve it over time.

• Understands how to translate regulatory expectations into practical operating procedures, workflows, tooling requirements, and frontline behaviors.

• Thrives in ambiguity and enjoys building structure where ownership, processes, or operating models do not yet exist.

• Exercises strong operational judgment, balancing regulatory rigor with practical customer support realities.

• Influences senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without relying on formal authority.

• Partners effectively with technical teams to build scalable operational solutions rather than relying on manual processes.

• Communicates clearly across executive, operational, and technical audiences, simplifying complexity without losing important nuance.

The ideal candidate likely has experience:

• Preparing organizations for bank charter readiness, regulatory examinations, or large-scale remediation programs.

• Building long-term governance programs that continue improving after audits and remediation efforts are complete.

• Supporting partner bank relationships through operational governance, service level management, KPI reporting, or operational oversight.

• Working w

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