Senior Customer Support Controls & Governance Program Manager

Description

Salary Range
$154,200 – $192,800 / year (SF Bay Area, NYC, LA, or Seattle); $138,800 – $173,500 / year elsewhere in the US

Work Policy
Hybrid (San Francisco, New York, or Portland, OR) or fully remote within the US or Canada

Experience Level
Senior (7+ years)

Job Type
Full-Time

Mercury is putting together the operational groundwork it needs as it moves toward becoming a chartered bank. This new Senior Program Manager role will build the controls and governance structure that lets Customer Support scale to bank-grade standards while keeping the speed and customer experience Mercury is known for. The first major project is getting Customer Support ready for bank charter examinations expected in early 2027, after which the role shifts into owning governance and controls for the function on an ongoing basis.

About Mercury

Mercury is a fintech company, not itself an FDIC-insured bank — banking services run through partner banks Choice Financial Group and Column N.A., both FDIC members. The company compares its current growth stage to the early days of commercial aviation, when informal coordination had to give way to structured systems in order for the industry to scale safely.

What You’ll Do

• Own execution of Customer Support’s bank charter remediation work, coordinating across Compliance, Risk, QA, Enablement, Engineering, Banking, and Support to prepare for regulatory exams.
• Turn regulatory requirements into concrete workflows, policies, controls, and frontline procedures the support team can actually follow.
• Build the ongoing governance mechanisms that keep Customer Support compliant as products and operations evolve.
• Manage partner bank governance — tracking KPIs, producing operational reports, overseeing service levels, and running regular governance reviews.
• Vet new partner bank agreements to make sure Support can actually operationalize new requirements, reporting duties, and controls before launch.
• Set up repeatable processes for collecting evidence, tracking issues, and staying audit-ready on an ongoing basis.
• Spot places where tooling or systems could replace manual controls, and partner with Engineering and Product to build those solutions.
• Push cross-functional decisions forward across teams with competing priorities, bringing structure to high-stakes, regulatory-impact initiatives.
• Keep watch on how well existing controls are working, flagging new risks or gaps that surface from audits, exams, or partner feedback.

What You’ll Need

• 7+ years in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, or a similar function, with experience in a regulated industry.
• Direct experience leading or contributing meaningfully to regulatory remediation, controls work, audit prep, or bank charter readiness.
• A tendency to go deep and become the go-to expert in your area, making sound calls independently rather than just coordinating others’ work.
• Skill translating regulatory language into practical day-to-day procedures and tooling requirements.
• Genuine comfort operating with ambiguity and building processes from scratch.
• Good judgment balancing strict regulatory requirements against the practical realities of running a support team.
• The ability to get buy-in from senior stakeholders across multiple departments without needing formal authority over them.
• A collaborative style that favors building scalable systems with Engineering over relying on manual workarounds.
• Strong communication skills across technical, operational, and executive audiences.

Ideal Background

• Has helped prepare an organization for bank charter status, regulatory exams, or a major remediation effort.
• Has built governance programs that kept improving well after the initial audit or remediation wrapped up.
• Has managed partner bank relationships through governance, SLAs, or KPI reporting.
• Has worked at a fast-growing company where operations had to mature quickly alongside the business.
• Prefers building lasting systems and mechanisms over just shipping one-off projects.

Compensation

Total pay includes base salary, equity (stock options or RSUs), and benefits, set using current SaaS/fintech market data and adjusted for experience, location, and internal equity. Canadian hires: $145,800-$182,200 CAD, regardless of location within Canada.