Bank-Grade Customer Support Governance Lead

Mercury; San Francisco (CA); On-site; USD 154,000 - 193,000; Full time

Job summary

Mercury is seeking a Senior Customer Support Controls & Governance Program Manager to design and operationalize the systems, controls, and governance that scale Customer Support to a bank-grade operation.

You will lead the bank charter remediation program and evolve the controls framework to meet evolving regulatory expectations as Mercury grows. The role blends compliance, risk, QA, enablement, product, and engineering to deliver scalable solutions.

Qualifications

• 7+ years in PM, operations, risk, compliance, governance or related fields.
• Led regulatory remediation or bank charter prep initiatives.
• Translate regulatory expectations into practical procedures, workflows and frontline guidance.
• Able to operate in ambiguity and build structure where none exists.
• Influences senior stakeholders across Compliance, Risk, Banking, Product, Engineering and CS.
• Partners with technical teams to build scalable operational solutions.
• Communicates clearly to executive, operational and technical audiences.

Responsibilities

• Lead bank charter remediation program across multiple teams to prepare for regulatory examinations.
• Translate regulatory requirements into scalable workflows, policies, controls, documentation, and frontline procedures.
• Build and operationalize governance mechanisms to meet banking expectations as products evolve.
• Own partner bank governance, including KPI monitoring, reporting and SLA oversight.
• Evaluate new partner bank agreements to ensure operational readiness before launch.
• Establish operating rhythms for evidence collection, audit readiness and issue tracking.
• Identify opportunities to strengthen controls through systems or tooling with Eng and Product.
• Drive cross-functional decisions with clear sequencing and momentum on complex initiatives with regulatory impact.
• Monitor effectiveness of controls and identify risks post audits, examinations, or partner feedback.

Skills

Regulatory remediation

Governance programs

Cross-functional collaboration

Regulatory examinations

Banking regulatory

Operational excellence

Stakeholder influence

Job description

Mercury is seeking a Senior Customer Support Controls & Governance Program Manager to design and operationalize the systems, controls, and governance that scale Customer Support to a bank-grade operation.

You will lead the bank charter remediation program and evolve the controls framework to meet evolving regulatory expectations as Mercury grows. The role blends compliance, risk, QA, enablement, product, and engineering to deliver scalable solutions.