Bank-Ready Customer Support Governance Lead

DaParrot Ltd; United States; Remote; USD 139,000 - 174,000; Full time

Job summary

Mercury is seeking a Senior Customer Support Controls & Governance Program Manager to design and operationalize controls and governance mechanisms enabling bank-grade customer support at scale. You will lead bank charter readiness, regulatory remediation, and long‑term governance programs across Compliance, Risk, Banking, Product, and Engineering.

The role requires strong program management, expert domain knowledge in customer support controls, and the ability to translate complex regulatory

Qualifications

• 7+ years of experience in Program Management, Operations, Risk, Compliance, or related function in a regulated environment.
• Led or significantly contributed to regulatory remediation, governance initiatives, or bank charter prep.
• Ability to translate regulatory expectations into practical procedures and workflows.

Responsibilities

• Lead bank charter remediation across multiple teams to prepare for regulatory examinations.
• Translate regulatory requirements into scalable support workflows, policies, and procedures.
• Build governance mechanisms to ensure ongoing compliance as products and operations evolve.
• Own partner bank governance, including KPI monitoring, reporting, and service level oversight.
• Evaluate new partner bank agreements to implement new reporting obligations and controls.
• Establish operating rhythms for evidence collection, audit readiness, and issue tracking.
• Identify opportunities to strengthen controls through systems and tooling in collaboration with Engineering and Product.
• Drive cross-functional decisions with clarity and momentum on high-impact regulatory initiatives.
• Monitor effectiveness of controls and address emerging risks post-audit or partner feedback.

Skills

Regulatory remediation

Governance

Program management

Cross-functional collaboration

Audit readiness

Banking industry knowledge

Job description

Mercury is seeking a Senior Customer Support Controls & Governance Program Manager to design and operationalize controls and governance mechanisms enabling bank-grade customer support at scale. You will lead bank charter readiness, regulatory remediation, and long‑term governance programs across Compliance, Risk, Banking, Product, and Engineering.

The role requires strong program management, expert domain knowledge in customer support controls, and the ability to translate complex regulatory