Senior Customer Support Program Manager

Job Summary

To support the evolution of Customer Support into a bank-grade operation, the full-time Senior Customer Support Controls & Governance Program Manager will lead the bank charter remediation program, ensuring regulatory compliance and operational readiness while working remotely or onsite in San Francisco, New York, or Portland.

Key responsibilities

• Lead the execution of the bank charter remediation program across multiple departments to prepare for regulatory examinations
• Translate regulatory requirements into scalable workflows, policies, and operational controls for Customer Support
• Build and operationalize governance mechanisms to ensure ongoing compliance as products and operations evolve

Required qualifications

• 7+ years of experience in Program Management, Operations, Risk, Compliance, or related fields within a regulated environment
• Experience in regulatory remediation, operational controls, or bank charter preparation initiatives
• Ability to translate regulatory expectations into practical operating procedures and workflows
• Strong operational judgment with a focus on balancing regulatory rigor and customer support realities
• Proven ability to influence senior stakeholders and partner with technical teams to build scalable solutions