Senior Customer Support Controls – Governance Program Manager

This is a fully remote position, open to applicants in United States, +4 more states.

📋 Description

• Oversee the bank charter remediation program for Customer Support, collaborating with Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support teams.

• Convert regulatory requirements into scalable support workflows, policies, operational controls, documentation, and procedures for frontline staff.

• Develop and implement governance frameworks for Customer Support.

• Manage partner bank governance, which includes KPI monitoring, operational reporting, service level management, and periodic governance reviews.

• Assess new partner bank agreements and implement service requirements, reporting obligations, controls, and support processes prior to launch.

• Create operating rhythms for evidence gathering, documentation, issue tracking, audit preparedness, and ongoing control monitoring.

• Enhance operational controls by collaborating with Engineering and Product on systems and tooling.

• Facilitate cross-functional decision-making among teams with conflicting priorities.

• Supervise control effectiveness and pinpoint emerging risks, control deficiencies, and opportunities for continuous improvement following audits, examinations, or partner feedback.

⛳️ Requirements

• A minimum of 7 years of experience in Program Management, Operations, Risk, Compliance, Customer Support Operations, Governance, Operational Excellence, or a related field.

• Proven experience working in a regulated environment.

• Experience leading or making significant contributions to regulatory remediation, operational controls, audit preparedness, bank charter preparation, or similar governance initiatives.

• Capability to develop in-depth expertise in Customer Support controls and governance.

• Proficient in translating regulatory expectations into operational procedures, workflows, tooling requirements, and behaviors of frontline staff.

• Ability to establish structure where ownership, processes, or operating models are currently lacking.

• Strong operational judgment in balancing regulatory requirements with the realities of customer support.

• Capacity to influence senior stakeholders across Compliance, Risk, Banking, Product, Engineering, and Customer Support without formal authority.

• Experience collaborating with technical teams to create scalable operational solutions.

• Effective communication skills across executive, operational, and technical audiences.

• Experience in preparing organizations for bank charter readiness, regulatory examinations, or large-scale remediation efforts.

• Proven track record in building long-term governance programs.

• Experience in managing partner bank relationships through operational governance, service level management, KPI reporting, or operational oversight.

• Background in fast-growing organizations.

• Experience in creating operating mechanisms and systems rather than merely executing projects.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)

• Benefits

• Competitive salary and equity ranges

• Reasonable accommodations during the recruitment process for applicants with disabilities or special needs