Senior Customer Support Controls & Governance Program Manager

Mercury•Portland, OR

7d•$138,800 - $192,800

About The Position

Mercury is seeking a Senior Customer Support Controls & Governance Program Manager to help design and operationalize the systems, controls, and governance mechanisms necessary for Customer Support to scale into a bank-grade operation. This role is crucial for Mercury's transition towards becoming a bank, ensuring that the Customer Support function can handle increased volume and regulatory scrutiny without compromising its current standards of speed, quality, and customer empathy. The initial focus will be on preparing the Customer Support organization for bank charter examinations in early 2027, followed by owning the long-term controls and governance program. This involves managing partner bank governance, KPI monitoring, operational readiness for new partnerships, audit remediation, and continuously improving operational scalability. The role requires collaboration across various departments including Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering to translate regulatory expectations into robust operational systems.

Requirements

7+ years of experience in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, Operational Excellence, or a related function, including experience operating in a regulated environment.
Has led or significantly contributed to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.
Takes pride in becoming the expert in the spaces they own. You'll develop deep expertise in Customer Support controls and governance, proactively identify emerging risks, and make informed decisions with minimal direction. Rather than coordinating work for others, you'll define how this function operates and continuously improve it over time.
Understands how to translate regulatory expectations into practical operating procedures, workflows, tooling requirements, and frontline behaviors.
Thrives in ambiguity and enjoys building structure where ownership, processes, or operating models do not yet exist.
Exercises strong operational judgment, balancing regulatory rigor with practical customer support realities.
Influences senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without relying on formal authority.
Partners effectively with technical teams to build scalable operational solutions rather than relying on manual processes.
Communicates clearly across executive, operational, and technical audiences, simplifying complexity without losing important nuance.

Nice To Haves

Preparing organizations for bank charter readiness, regulatory examinations, or large-scale remediation programs.
Building long-term governance programs that continue improving after audits and remediation efforts are complete.
Supporting partner bank relationships through operational governance, service level management, KPI reporting, or operational oversight.
Working within fast-growing organizations where operational rigor needed to scale alongside the business.
Building operating mechanisms and systems rather than simply delivering projects.

Responsibilities

Lead Customer Support's bank charter remediation program, driving execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to ensure Mercury is prepared for regulatory examinations.
Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures.
Build and operationalize the governance mechanisms that ensure Customer Support continues meeting banking expectations as products, tooling, and operations evolve.
Own partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews.
Evaluate new partner bank agreements to ensure Customer Support can successfully operationalize new service requirements, reporting obligations, controls, and support processes before launch.
Establish sustainable operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring.
Identify opportunities where operational controls can be strengthened through systems or tooling, partnering with Engineering and Product teams to implement scalable solutions.
Drive cross-functional decisions across teams with competing priorities, bringing clarity, sequencing, and momentum to complex initiatives with significant regulatory impact.
Monitor the effectiveness of operational controls, proactively identifying emerging risks, control gaps, and opportunities for continuous improvement following audits, examinations, or partner feedback.