Mercury
Senior Customer Support Controls & Governance Program Manager
US
,
CARemotePosted Today$138,800 – $192,800
Full TimeSeniorRemoteUS
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Job Description
In the early decades of aviation, flying itself was no longer the hardest problem. The harder challenge was coordination. As air travel scaled, what once relied on intuition and informal communication
Key Highlights
- 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.
Qualifications
Preferred Qualifications
- 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.
About the Company
Mercury
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$138,800 – $192,800
Location
US , CA
Work Mode
Remote
Posted
Today
Country
US