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About the Role

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.

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.

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.
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.

Experience Level

Senior

Salary/Compensations

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 - $192,800
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 - $173,500
Canadian employees (any location): $145,800 - $182,200 CAD

About the Company

Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Equal Opportunity

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.