[Hiring] Knowledge & Enablement Lead @Mercury

Role Description

Mercury's Business Risk and Enablement team is hiring a Knowledge & Enablement Lead to own the frameworks and governance for how Mercury's risk operations — and the BPO partners who deliver them — document, learn, and prove what they do, as we scale toward bank readiness.

This is one role spanning two disciplines: knowledge management (the single source of truth for how work gets done) and training (how internal and vendor teams learn to do it). It is a system design and framework role with real execution targets behind it. You will set the requirements, standards, and review cadence that risk operations documents and trains against. You will also partner with a BPO-based team of content writers who produce against those standards, as well as drive adoption through enablement practitioners embedded on other teams.

If you need positional authority to make change happen, this is the wrong role. If you can set a knowledge and enablement standard so clearly that people adopt it because it's obviously better, it's the right one.

Key Responsibilities

• Own the knowledge framework.
• Define the architecture for the canonical library of risk-operations procedures — the ownership model, versioning, last-published and next-review dates, deprecation rules, and a live annual review cycle.
• Design for how knowledge is increasingly accessed and applied through AI-powered tools.
• Set policy, procedure, and documentation standards.
• Own the standards, templates, and structural conventions that govern how policy and procedure get written across risk operations.
• Run the governance layer that keeps standards live: review cadence, compliance against the standard, exception handling, and escalation when programs drift.
• Own the audit and examination readiness of the documentation estate.
• Partner with internal and BPO enablement teams.
• Collaborate with technical content writers and training leads — helping to identify priorities, provide feedback, and set standards.
• Define requirements for teams you don't manage.
• Set the enablement and documentation requirements that enablement practitioners embedded across risk programs execute against.
• Architect training and certification.
• Design a training and certification system built for vendor delivery.
• Instrument the function.
• Define and report the metrics that show the programs improving over time.
• Enable cross-skilling.

Qualifications

• 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions.
• Experience operating in a regulated industry or similarly complex, control-oriented environment.
• A hybrid skill set spanning knowledge management and enablement/L&D.
• Experience designing knowledge, training, and certification programs for BPO or outsourced operations teams.
• Experience leading a team, pod, or vendor-delivered group.
• Track record of setting standards that teams outside your reporting line actually adopted.
• Strong systems thinking and writing skills.
• Experience defining and reporting metrics that demonstrate the effectiveness of knowledge and enablement programs.
• A thoughtful perspective on how AI can improve knowledge management and enablement.

Preferred Skills & Experience

• Experience in financial services, banking, fintech, payments, or a related financial-services environment.
• Familiarity with regulated operations such as KYC/KYB, AML, fraud, or disputes.
• Familiarity with knowledge-management and enablement platforms ideally Guru, WorkRamp, or similar tools.
• Experience operating as the central standard-setter across a federated or decentralized organization.
• Startup or high-growth experience; comfort building from a blank page.

Total Rewards

• Base salary, equity (stock options/RSUs), and benefits.
• Competitive salary and equity ranges within the SaaS and fintech industry.
• New hire offers based on experience, expertise, geographic location, and internal pay equity.
• Target new hire base salary ranges for this role:
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $163,000 - $203,800 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,700 - $183,400 USD
• Canadian employees (any location): $154,100 - $192,600 USD