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About the Role

Mercury is building a complete financial stack for startups, and Risk is how we protect our customers, Mercury, and the broader financial ecosystem. You'll join the Fraud & Disputes Enablement team, a shared-services group that makes our operations teams faster, more consistent, and ready for scrutiny. This is a generalist program management role for someone who builds programs from zero to one. You'll lead Mercury's Bank Charter Readiness work across Fraud, Disputes, and Risk UX, run the operating reviews and goal tracking that show leaders how Fraud and Disputes are performing, and use data to drive continuous improvement. You'll work with Risk Operations, Compliance, Risk Product, Engineering, Risk Strategy, and Vendor Management, and you'll show the team how AI can help us work smarter, not harder.

Responsibilities

Translate the regulatory expectations of a chartered bank into clear, sequenced work plans.
Build Bank Charter Readiness programs from zero to one, defining scope, milestones, dependencies, and risks, and reporting progress to executives.
Keep teams audit-ready daily with current SOPs, traceable decisions, defensible evidence, and clean documentation.
Coordinate responses to regulator, auditor, and partner-bank inquiries with Compliance, Legal, and Operations.
Own the cadence and content of Operational Quality Reviews and Monthly CORs Reviews for Fraud and Disputes.
Define and track ops health measures and team goals, including OKRs.
Build the reporting and dashboards leaders use to make decisions.
Set up new reporting from scratch where none exists.
Raise risks early, make trade-offs explicit, and drive decisions to closure with partners who don't report to you.
Analyze quality, productivity, and compliance data across Fraud, Disputes, and Risk UX to find patterns behind recurring problems.
Turn findings into durable process, tooling, and reporting improvements.
Work with QC, L&D, and Operations leaders to route root causes to the team that can fix them, and confirm the fix worked.
Stand up new continuous improvement programs from zero to one and measure their results.

Requirements

5+ years of program management experience in risk, compliance, fraud, disputes, or operations at a bank, fintech, or other regulated financial services company.
Banking experience with working knowledge of how a regulated institution runs.
Direct experience working with regulators, examiners, auditors, or sponsor banks.
A record of building programs from zero to one, from ambiguous problem to measurable result, with impact beyond your immediate team.
2+ years of experience governing BPO or other outsourced operations, with a focus on governance: SLAs, performance and quality oversight, escalations, and regular business reviews.
Strong understanding of risk operational processes in Fraud and/or Disputes.
Comfort with data: ability to define metrics, build or interpret dashboards, and explain what the numbers mean.
Experience using AI and automation to improve how work gets done.

Skills

AI and automation
Lean Six Sigma certification (Green Belt or above) or equivalent continuous improvement experience
ISO quality credentials (for example ISO 9001 Lead Auditor or Implementer) or a similar quality management background
PMI certification (PMP, PgMP) or equivalent
Experience with change management frameworks such as Prosci/ADKAR, or ITIL-style incident and problem management
Experience in QC program design, workforce management, or learning and development
Familiarity with card network dispute rules and platforms
Experience with Risk UX, customer-facing risk flows, in a regulated context
Experience building and scaling a program in a high-growth environment

Location

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area
Canadian employees (any location)

Work Type

Full-time

Experience Level

5+ years of program management experience
2+ years of experience governing BPO or other outsourced operations

Salary/Compensations

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200—$192,800 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800—$173,500 USD
Canadian employees (any location): $145,800—$182,200 CAD

Benefits

Equity (stock options/RSUs)

About the Company

Mercury is building a complete financial stack for startups.
Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.

Equal Opportunity

All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, 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.