About this role.
Mercury is seeking a senior program manager to build and lead Customer Support controls and governance as the fintech prepares for bank charter examinations in early 2027. The role translates banking and regulatory expectations into practical support workflows, documented controls, evidence collection, issue management, and frontline procedures. It owns long-term governance activities including partner-bank oversight, KPI reporting, service-level monitoring, audit remediation, and operational readiness for new relationships. Success requires deep experience in regulated operations, strong independent judgment, and the ability to align Compliance, Risk, Banking, Product, Engineering, QA, Enablement, and Customer Support. This is a foundational, high-visibility position for someone comfortable creating durable operating systems amid ambiguity.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Senior Customer Support Controls & Governance Program Manager role at Mercury. My background in regulated operations, cross-functional program leadership, and control design aligns strongly with the opportunity to build a bank-grade Customer Support governance function.
- Regulatory readiness: I translate complex requirements into practical workflows, evidence standards, and sustainable operational controls.
- Cross-functional leadership: I partner effectively with Compliance, Risk, Product, Engineering, and frontline operations to resolve high-impact gaps.
I would welcome the opportunity to help Mercury prepare for bank charter examinations while establishing scalable governance mechanisms that preserve an excellent customer experience.
Sample interview questions
I would begin with a requirements-to-controls inventory that maps each regulatory expectation to an owner, support process, evidence source, testing method, remediation status, and deadline. I would prioritize gaps by regulatory impact, customer risk, and implementation dependency, then establish an executive cadence for decisions and a working cadence for delivery. The result would be a traceable examination-readiness program rather than a collection of one-time fixes.
A durable control is clear about its objective, owner, trigger, execution steps, evidence, monitoring metric, exception path, and review frequency. I would favor automated or system-enforced controls where practical, while documenting compensating manual controls when automation is not yet feasible. Periodic testing and issue management would ensure the control remains effective as products and processes change.
I would frame the discussion around the specific risk, regulatory consequence, customer impact, and cost of delay, while offering sequenced options rather than a binary request. I would clarify decision rights, dependencies, and the minimum viable compliant solution. This approach helps teams make informed tradeoffs without obscuring the non-negotiable requirements.
I would establish a recurring governance forum with defined service-level metrics, control performance indicators, open issues, audit findings, customer-impact trends, and upcoming product or contractual changes. Each review would produce documented decisions, accountable owners, due dates, and evidence of closure. The reporting should surface emerging risk early rather than merely summarize past performance.
I would first validate the requirement with Compliance or Legal, then assess the affected support journeys, frontline procedures, tooling, data, reporting, training, and evidence obligations. Before launch, I would document operational acceptance criteria, perform readiness testing, train relevant teams, and define post-launch monitoring. Any unresolved high-risk gap would be escalated with a clear recommendation and risk acceptance process.
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 required entirely new operational systems: structured procedures, clear ownership, control mechanisms, and real-time coordination that could maintain safety without slowing movement. Modern air traffic control didn’t exist to restrict progress. It existed to make scale possible.
At Mercury, we’re entering a similar phase of evolution.
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.
Once that foundation is in place, you’ll own the long-term controls and governance program for Customer Support. You’ll build the operating mechanisms that ensure we continue meeting regulatory expectations as our products, partnerships, and support organization evolve. This includes partner bank governance, KPI monitoring, operational readiness for new partner relationships, audit remediation, and continuously strengthening how Customer Support operates at scale.
You’ll operate at the intersection of Customer Support, Compliance, Risk, Banking, QA, Enablement, Product, and Engineering, turning evolving regulatory expectations into durable operational systems. The strongest candidates for this role enjoy diving into complexity, becoming the deepest expert in their domain, and creating structure where none exists.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
In this role, you will:
- 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.
We’re looking for someone who:
- 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.
The ideal candidate likely has experience:
- 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.
Why this role is compelling:
- This role is foundational.
- You’ll help define how Mercury’s Customer Support organization evolves into a bank-grade operation while preserving the speed, quality, and customer experience that make Mercury unique.
- You won’t inherit a mature governance program. You’ll build it.
- Your work will directly influence Mercury’s readiness for bank examinations, shape how we partner with banks for years to come, and establish the controls, governance, and operating standards that enable Customer Support to scale responsibly as Mercury continues to grow.
- For the right person, this is a rare opportunity to build an entirely new operating discipline at one of the most important moments in Mercury’s history.
Compensation
The total rewards package at Mercury includes base salary, equity (stock options/RSU’s), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role:
- 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
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.
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