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Overview
Join Mercury as a Senior Customer Support Controls & Governance Program Manager to help design systems for scaling Customer Support into a bank-grade operation while maintaining quality and empathy. At Mercury, we're entering a phase of evolution as we work toward becoming a bank. We're building the operational foundations required to support that transition thoughtfully and responsibly.
What you'll do
- •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.
Conditions
- •Competitive salary based on experience, expertise, and location.
- •Equity (stock options/RSUs) included in the total rewards package.
- •Benefits package included.
- •Commitment to diversity and equal opportunity employment.
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