Senior Customer Support Controls & Governance Program Manager

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 an