Senior Customer Support Controls & Governance Program Manager

About the Role

At Mercury, we're entering a similar phase of evolution. As we work toward becoming a bank, we're building the operational foundations required to support that transition thoughtfully and responsibly. We're looking for a Senior Customer Support Controls & Governance Program Manager to help design and operationalize the systems, controls, and governance mechanisms that will allow Customer Support to scale into a bank-grade operation without losing the speed, quality, and customer empathy that define Mercury today.

Your first mission will be helping Customer Support deliver one of the most important operational transformations in Mercury's history: preparing the organization for bank charter examinations in early 2027. From there, you'll evolve from leading a critical regulatory program to owning the long-term controls and governance program that ensures Customer Support continues to meet banking expectations as Mercury grows.

You'll operate at the intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering, turning evolving regulatory expectations into durable operational systems. The strongest candidates for this role enjoy diving into complexity, becoming the deepest expert in their domain, and creating structure where none exists.

In this role, you will:

• 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 and recommending improvements.