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About the Role
Mercury is seeking a Research Operations Lead to build and manage their customer research program as the company scales. This is a hands-on role focused on establishing processes, standards, and operational excellence for research activities, ensuring customer insights inform product development.
Responsibilities
- Define research processes, standards, and ways of working for Product, Design, and Marketing.
- Own the end-to-end customer research panel, including database management, outreach, and recruitment.
- Manage daily research operations such as scheduling, incentives, consent, and ethical guidelines.
- Consult on research best practices, assisting teams with study planning, method selection, and insight generation.
- Collaborate with design managers, designers, and PMs to integrate customer evidence into decision-making.
- Oversee the research tool stack, vendor relationships, budget, and procurement decisions.
- Develop AI-enabled workflows for conversation preparation and feedback synthesis.
- Pilot new customer engagement methods, including rolling research programs and events.
- Manage and coach one direct report, setting priorities and supporting their professional growth.
Requirements
- 8+ years of hands-on research operations experience.
- Proven track record of building or scaling a research program with measurable impact.
- 1-2 years of people management experience.
- Ability to thrive in ambiguous environments where the discipline is not fully established.
- Excellent coaching skills for non-researchers, focusing on judgment and confidence building.
- Experience using AI in daily work and curiosity about its practical applications.
- Clear communication skills for both practitioners and senior stakeholders.
- Qualitative research experience is a plus.
- Quantitative fluency is a plus.
- Familiarity with fintech is a plus.
Skills
- Research Operations
- Program Building
- Scaling Programs
- Customer Research
- Panel Management
- Recruitment
- Operations Management
- Best Practices Consultation
- Tool Stack Management
- Vendor Management
- Budget Management
- AI Workflow Development
- People Management
- Coaching
- Communication
Location
- US employees in New York City
- US employees in Los Angeles
- US employees in Seattle
- US employees in 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
- 8+ years of hands-on research operations experience
- 1-2 years of people management experience
Salary/Compensations
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $189,400—$236,700 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $170,400—$213,000 USD
- Canadian employees (any location): $179,000—$223,700 CAD
Benefits
- Equity (stock options/RSUs)
About the Company
- Mercury is a fintech company.
- Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Equal Opportunity
- Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
- 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.