Senior Customer Support Controls & Governance Program Manager (Fintech)

Location: San Francisco, CA; New York, NY; Portland, OR; or remote within Canada or the United States

Salary: US base salary of $138,800–$173,500 outside New York City, Los Angeles, Seattle, and the San Francisco Bay Area; $154,200–$192,800 in New York City, Los Angeles, Seattle, or the San Francisco Bay Area; Canadian base salary of $145,800–$182,200 CAD

Company

Mercury is a fintech company building banking and financial services products through partner banks.

What you will do

• Lead Customer Support's bank charter remediation program and prepare the organization for regulatory examinations in early 2027.
• Translate regulatory requirements into support workflows, policies, operational controls, documentation, and frontline procedures.
• Build governance mechanisms for controls, evidence collection, issue tracking, audit readiness, and continuous monitoring.
• Own partner bank governance, including KPI monitoring, operational reporting, service-level oversight, and recurring reviews.
• Evaluate new partner bank agreements and ensure support processes, reporting obligations, controls, and service requirements are operationalized before launch.
• Partner with Product and Engineering to strengthen controls through scalable systems and tooling.

Requirements

• 7+ years of experience in program management, operations, risk, compliance, customer support operations, governance, operational excellence, or a related function.
• Experience operating in a regulated environment and contributing to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.
• Ability to translate regulatory expectations into practical procedures, workflows, tooling requirements, and frontline behaviors.
• Strong operational judgment and ability to create structure in ambiguous environments.
• Ability to influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without formal authority.
• Clear communication across executive, operational, and technical audiences.

Nice to have

• Experience preparing organizations for bank charter readiness or regulatory examinations.
• Experience building long-term governance programs after audits or remediation initiatives.
• Experience supporting partner bank relationships through operational governance, service-level management, KPI reporting, or operational oversight.
• Experience building operating mechanisms and systems in a fast-growing organization.

Culture & Benefits

• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Compensation is adjusted based on experience, expertise, geographic location, and internal pay equity.
• Mercury supports diversity, belonging, equal employment opportunity, and reasonable accommodations throughout the recruitment process.