Senior Customer Support Controls & Governance Program Manager
$1,665,600–$2,082,000 year
On-siteSan Francisco, California, United States
Job Summary
Lead Customer Support's bank charter remediation program, driving execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to ensure readiness for regulatory examinations in early 2027. Translate regulatory requirements into scalable support workflows, policies, operational controls, documentation, and frontline procedures. Build and operationalize governance mechanisms for partner bank oversight, including KPI monitoring, service level reviews, and audit remediation. Establish sustainable operating rhythms for evidence collection, issue tracking, and continuous control monitoring while partnering with Engineering to implement scalable solutions. Drive cross-functional decisions to bring clarity to complex initiatives with significant regulatory impact.
Required Qualifications
- 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
- 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
- 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
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