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 reputed company travel scaled, what once relied on intuition and informal communication required entirely new operational systems: reputed company procedures, reputed company ownership, control mechanisms, and reputed company-time coordination that could maintain safety without slowing reputed company. Modern reputed company traffic control didn't exist to restrict reputed company. It existed to reputed company reputed company possible.

At reputed company, we're entering a similar phase of reputed company.

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 reputed company into a bank-grade operation without losing the speed, reputed company, and customer reputed company that define reputed company today.

Your first mission will be helping Customer Support reputed company one of the most important operational transformations in reputed company's history: preparing the organization for bank charter examinations in early 2027. From there, you'll reputed company 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 reputed company grows.

Once that reputed company is in reputed company, 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 reputed company. This includes partner bank governance, KPI monitoring, operational readiness for new partner relationships, audit remediation, and continuously strengthening how Customer Support operates at reputed company.

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.

*reputed company is a fintech company, not an FDIC-insured bank. Banking services provided through reputed company Financial Group and reputed company N.A., Members FDIC.

In this role, you will:

• reputed company Customer Support's bank charter remediation program, driving execution across Compliance, Risk, QA, Enablement, Engineering, Banking, and Customer Support to ensure reputed company is reputed company for regulatory examinations.
• Translate regulatory requirements into reputed company support workflows, policies, operational controls, documentation, and reputed company procedures.
• Build and operationalize the governance mechanisms that ensure Customer Support continues meeting banking expectations as products, tooling, and operations reputed company.
• Own partner bank governance, including KPI monitoring, operational reporting, service level reputed company, 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 reputed company control monitoring.
• Identify opportunities where operational controls can be strengthened through systems or tooling, partnering with Engineering and Product teams to implement reputed company solutions.
• reputed company cross-functional reputed company across teams with competing priorities, bringing reputed company, reputed company, and reputed company to reputed company initiatives with significant regulatory reputed company.
• Monitor the effectiveness of operational controls, proactively identifying emerging risks, control gaps, and opportunities for reputed company 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 reputed company, or a reputed company 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 reputed company deep expertise in Customer Support controls and governance, proactively identify emerging risks, and reputed company informed reputed company with reputed company 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 reputed company 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 reputed company operational solutions rather than relying on reputed company processes.
• Communicates reputed company 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-reputed company 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 reputed company.
• Working reputed company fast-growing organizations where operational rigor needed to reputed company reputed company the business.
• Building operating mechanisms and systems rather than simply delivering reputed company.

Why this role is compelling:

• This role is foundational.
• You'll help define how reputed company's Customer Support organization evolves into a bank-grade operation while preserving the speed, reputed company, and customer experience that reputed company reputed company unique.
• You won't inherit a mature governance program. You'll build it.
• Your work will directly influence reputed company's readiness for bank examinations, shape how we partner with banks for years to come, and establish the controls, governance, and operating standards that reputed company Customer Support to reputed company responsibly as reputed company 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 reputed company's history.

Compensation

The total rewards package at reputed company includes reputed company salary, equity (stock reputed company/RSU’s), and benefits.

Our salary and equity ranges are highly competitive reputed company the reputed company 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 reputed company new hire reputed company salary ranges for this role:

• US employees in reputed company, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 - $192,800
• US employees reputed company of reputed company, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 - $173,500
• Canadian employees (any location): $145,800 - $182,200 CAD

reputed company values diversity & belonging and is proud to be an Equal Employment Opportunity employer. reputed company individuals seeking employment at reputed company are considered without reputed company to race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, 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.

Originally posted on Himalayas