Senior Customer Support Controls & Governance Program Manager

Responsibilities

• Design and implement controls and governance systems to facilitate the scaling of Customer Support operations.
• Lead initiatives aimed at preparing the organization for bank charter examinations, ensuring all operational standards are met.
• Collaborate with cross-functional teams to establish clear ownership and accountability within Customer Support.
• Enhance communication strategies to ensure real-time coordination and effective response to customer needs.
• Monitor and report on the effectiveness of implemented systems, making recommendations for continuous improvement.
• Support the training and development of Customer Support staff on new governance protocols and operational procedures.
• Participate in risk assessment processes to identify potential challenges and develop mitigation strategies.

Requirements

• Bachelor’s degree in a relevant field; advanced degree preferred.
• Proven experience in program management, particularly in customer support or operational governance roles.
• Strong understanding of regulatory requirements related to banking and customer service.
• Exceptional leadership skills with the ability to influence and motivate teams.
• Excellent analytical and problem-solving skills, with a keen attention to detail.
• Experience in implementing operational transformations and managing change within an organization.
• Strong communication skills, both verbal and written, to effectively convey information across various levels of the organization.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and career advancement.
• A dynamic and inclusive work environment that values innovation and teamwork.
• Flexible working arrangements, including remote work options.