Senior Customer Support Controls & Governance Program Manager
Leads bank-charter remediation and builds the long-term controls and governance program for Customer Support. The role requires 7+ years of regulated-environment experience and strong cross-functional influence across risk, compliance, banking, product, engineering, and support teams.
About the job
Responsibilities
- Lead Customer Support's bank charter remediation program across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to prepare for regulatory examinations.
- Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures.
- Build and operationalize governance mechanisms for evolving products, tooling, and operations.
- Own partner bank governance, including KPI monitoring, operational reporting, service-level oversight, and recurring governance reviews.
- Evaluate new partner bank agreements for service requirements, reporting obligations, controls, and support processes before launch.
- Establish operating rhythms for evidence collection, documentation, issue tracking, audit readiness, and continuous control monitoring.
- Partner with Engineering and Product to strengthen controls through scalable systems and tooling.
- Drive cross-functional decisions across teams with competing priorities, providing clarity, sequencing, and momentum for complex regulatory initiatives.
- Monitor control effectiveness and identify emerging risks, control gaps, and improvement opportunities after audits, examinations, or partner feedback.
Requirements
- 7+ years of experience in program management, operations, risk, compliance, customer support operations, governance, operational excellence, or a related function, including experience in a regulated environment.
- Experience leading or significantly contributing to regulatory remediation, operational controls, audit readiness, bank charter preparation, or similar governance initiatives.
- Ability to develop deep domain expertise, identify emerging risks, and make informed decisions with minimal direction.
- Ability to translate regulatory expectations into practical procedures, workflows, tooling requirements, and frontline behaviors.
- Strong operational judgment, balancing regulatory rigor with customer support realities.
- Ability to influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without formal authority.
- Ability to partner with technical teams on scalable operational solutions.
- Clear communication across executive, operational, and technical audiences.
Nice to Have
- Experience preparing organizations for bank charter readiness, regulatory examinations, or large-scale remediation programs.
- Experience building long-term governance programs beyond audits and remediation efforts.
- Experience supporting partner bank relationships through operational governance, service-level management, KPI reporting, or operational oversight.
- Experience in fast-growing organizations where operational rigor must scale with the business.
- Experience building operating mechanisms and systems rather than only delivering projects.
Compensation and Benefits
- Total rewards include base salary, equity (stock options/RSUs), and benefits.
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200–$192,800 base salary.
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800–$173,500 base salary.
- Canadian employees in any location: $145,800–$182,200 CAD base salary.
Skills
Program Management, Risk Management, Compliance, Governance, Operational Controls, Audit Readiness, Regulatory Remediation, Kpi Monitoring, Service-Level Management, Continuous Control Monitoring, Workflow Design, Operational Reporting, Engineering Collaboration, Partner Bank Governance, Customer Support Operations
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