Mercury9 days ago
Senior Customer Support Controls & Governance Program Manager
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
San Francisco
Responsibilities
- 01Lead 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.
- 02Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures.
- 03Build and operationalize the governance mechanisms that ensure Customer Support continues meeting banking expectations as products, tooling, and operations evolve.
- 04Own partner bank governance, including KPI monitoring, operational reporting, service level oversight, and recurring governance reviews.
- 05Evaluate new partner bank agreements to ensure Customer Support can successfully operationalize new service requirements, reporting obligations, controls, and support processes before launch.
- 06Establish sustainable operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring.
- 07Identify opportunities where operational controls can be strengthened through systems or tooling, partnering with Engineering and Product teams to implement scalable solutions.
- 08Drive cross-functional decisions across teams with competing priorities, bringing clarity, sequencing, and momentum to complex initiatives with significant regulatory impact.
- 09Monitor the effectiveness of operational controls, proactively identifying emerging risks, control gaps, and opportunities for continuous improvement following audits, examinations, or partner feedback.
Requirements
- 017+ 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.
- 02Has led or significantly contributed to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.
- 03Takes 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.
- 04Rather than coordinating work for others, you'll define how this function operates and continuously improve it over time.
- 05Understands how to translate regulatory expectations into practical operating procedures, workflows, tooling requirements, and frontline behaviors.
- 06Thrives in ambiguity and enjoys building structure where ownership, processes, or operating models do not yet exist.
- 07Exercises strong operational judgment, balancing regulatory rigor with practical customer support realities.
- 08Influences senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without relying on formal authority.
- 09Partners effectively with technical teams to build scalable operational solutions rather than relying on manual processes.
- 10Communicates clearly across executive, operational, and technical audiences, simplifying complexity without losing important nuance.