[Remote] Senior Customer Support Controls & Governance Program Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fintech company building the operational foundations needed to become a bank. The Senior Customer Support Controls & Governance Program Manager will reputed company reputed company remediation, translate regulatory requirements into reputed company support controls, and build long-term governance mechanisms for Customer Support. The role will partner across Compliance, reputed company, Banking, QA, Enablement, Product, and Engineering to support regulatory readiness and operational reputed company.

Responsibilities

• reputed company Customer Support's bank reputed company remediation program, driving execution across Compliance, reputed company, 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 reputed company 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

Skills

• 7+ years of experience in Program Management, reputed company, reputed company, Compliance, Customer Support reputed company, 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 reputed company 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, reputed company, 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
• Preparing organizations for bank reputed company 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

Benefits

• Equity (stock reputed company/RSUs)

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