Bank-Ready Customer Support Controls Lead

Mercury; New York (NY); On-site; USD 154,000 - 193,000; Full time

Job summary

Mercury is transforming its Customer Support into a bank-grade operation. This role will design and operationalize controls and governance to scale while preserving speed, quality, and customer empathy.

You’ll lead regulatory readiness efforts for bank charter examinations in 2027 and build long-term governance across partnerships, audits, and scale. The position sits at the intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering, demanding deep

Qualifications

• 7+ years of experience in program management, operations, risk, compliance, customer support operations, governance, or a related function in a regulated environment.
• Led or contributed to regulatory remediation, governance initiatives, or audit readiness for banking.
• Develop deep expertise in customer support controls and governance; define operating models and improve them over time.
• Translate regulatory expectations into practical procedures, workflows, and tooling requirements.
• Thrive in ambiguity and build structure where ownership/processes are not yet defined.
• Influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support.
• Partner with technical teams to build scalable operational solutions rather than rely on manual processes.
• Communicate clearly across executive, operational, and technical audiences without losing nuance.

Responsibilities

• Lead bank charter remediation program across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to prepare for examinations.
• Translate regulatory requirements into scalable workflows, policies, and frontline procedures.
• Build and operationalize governance mechanisms to meet banking expectations as products and operations evolve.
• Own partner bank governance, including KPI monitoring, reporting, service levels, and governance reviews.
• Evaluate new partner bank agreements to ensure readiness for new service requirements and reporting obligations.
• Establish operating rhythms for evidence collection, audits readiness, and issue tracking.
• Identify where controls can be strengthened via systems or tooling with Engineering/Product teams.
• Drive cross-functional decisions and maintain momentum on high-impact initiatives.

Skills

Program management

Operations

Regulatory remediation

Audit readiness

Bank charter

Governance

Cross-functional collaboration

Stakeholder influence

Technical partnership

Communication

Job description

Mercury is transforming its Customer Support into a bank-grade operation. This role will design and operationalize controls and governance to scale while preserving speed, quality, and customer empathy.

You’ll lead regulatory readiness efforts for bank charter examinations in 2027 and build long-term governance across partnerships, audits, and scale. The position sits at the intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering, demanding deep