Senior Customer Support Controls & Governance Program Manager @Mercury

Overview

The role involves serving as a Senior Customer Support Controls & Governance Program Manager at Mercury, a fintech company transitioning to a bank. This position focuses on designing and operationalizing systems, controls, and governance mechanisms to support Customer Support during its evolution into a bank-grade operation.

Key Responsibilities

• Lead Customer Support's bank charter remediation program, ensuring preparedness for regulatory examinations across various teams.
• Translate regulatory requirements into scalable workflows, policies, operational controls, and procedures.
• Build governance mechanisms to meet evolving banking expectations related to products and operations.
• Own partner bank governance, including KPI monitoring and service level oversight.
• Evaluate new partner bank agreements for operationalization of service requirements and controls.
• Establish rhythms for evidence collection, documentation, issue tracking, and audit readiness.
• Identify opportunities to strengthen operational controls through systems or tooling.
• Drive cross-functional decisions across teams with competing priorities.
• Monitor operational controls effectiveness, proactively identifying risks and improvement opportunities.

Requirements

• 7+ years of experience in Program Management, Operations, Risk, Compliance, or related functions.
• Experience in regulatory remediation, operational controls, audit readiness, or governance initiatives.
• Ability to become an expert in Customer Support controls and governance processes.
• Skill in translating regulatory expectations into practical operating procedures.
• Capable of thriving in ambiguity and building structures where none exist.
• Strong operational judgment balancing regulatory rigor with customer realities.
• Ability to influence senior stakeholders without relying on formal authority.
• Experience partnering with technical teams to develop scalable solutions.
• Strong communication skills for diverse audiences.

Benefits

Mercury offers a comprehensive total rewards package including base salary, equity options, and benefits. Salary ranges for this role are competitive, based on experience and geographic location.

Location

Remote within Canada or the United States.

How to Apply

Please submit your application through the designated application process.

Deadline

No deadline stated.