[Hiring] Knowledge Management & Training Lead @Mercury

Role Description

Mercury's Vendor Strategy 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 target behind it.

• Set the requirements, standards, and review cadence that risk operations documents and trains against.
• Directly manage a BPO-based team of content writers who produce against those standards.
• 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.
• Set policy, procedure, and documentation standards.
• Govern adoption and quality.
• Manage the BPO content-writing team.
• Define requirements for teams you don't manage.
• Architect training and certification.
• Instrument the function.
• 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 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.

Benefits

• Base salary, equity (stock options/RSUs), and benefits.
• Highly 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

Company Description

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.