Bank-Grade Customer Support Governance Lead

Mercury; United States; On-site; USD 139,000 - 193,000; Full time

Job summary

Mercury is building the operational foundations required to support its transition to a bank. We're seeking a Senior Customer Support Controls & Governance Program Manager to design and operationalize the systems, controls, and governance that will allow Customer Support to scale into a bank-grade operation without losing speed, quality, and customer empathy that define Mercury today.

Your first mission will be helping Customer Support deliver a critical regulatory program for bank charter

Qualifications

• 7+ years in program management, operations, risk, compliance, or governance in regulated contexts.
• Experience leading regulatory remediation, audit readiness, or bank charter prep.
• Ability to translate regulatory expectations into scalable workflows and frontline procedures.
• Comfort with ambiguity and building structure where none exists.

Responsibilities

• Lead bank charter remediation program across multiple teams to prepare for regulatory examinations.
• Translate regulatory requirements into scalable support workflows, policies, and controls.
• Build governance mechanisms to ensure ongoing banking expectations as products evolve.
• Own partner bank governance including KPI monitoring and governance reviews.
• Establish operating rhythms for evidence collection, audit readiness, and issue tracking.
• Identify opportunities to strengthen controls with systems or tooling.
• Drive cross-functional decisions with clarity and momentum.
• Monitor and improve controls post-audit or post-examination feedback.

Skills

Program management

Operations

Risk

Compliance

Governance

Operational excellence

Customer support

Job description

Mercury is building the operational foundations required to support its transition to a bank. We're seeking a Senior Customer Support Controls & Governance Program Manager to design and operationalize the systems, controls, and governance that will allow Customer Support to scale into a bank-grade operation without losing speed, quality, and customer empathy that define Mercury today.

Your first mission will be helping Customer Support deliver a critical regulatory program for bank charter