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Salary: USD 189,400 - 236,700 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. They are seeking a Research Operations Lead to build and scale their customer research program as the company grows.
In this role, you will define how research operates at Mercury—establishing processes, standards, and ways of working that enable Product, Design, and Marketing teams to conduct research autonomously. You'll own the customer research panel end-to-end, including customer databases, outreach, and continuous recruitment. Day-to-day responsibilities include scheduling, managing incentives, ensuring consent and privacy compliance, and maintaining ethical guardrails.
You will serve as a research consultant across teams, helping designers and PMs plan studies, select appropriate methods, and synthesize feedback into actionable insights. Close partnership with design managers, designers, and PMs is essential to ensure customer evidence informs decisions from early discovery through post-launch analysis. You'll manage the research tool stack (Dovetail, Maze, Rally), vendor relationships, and budget decisions.
A key part of this role involves building AI-enabled workflows that help teams prepare for customer conversations and synthesize feedback while maintaining high standards for evidence, privacy, and human judgment. You'll also pilot innovative approaches to customer engagement, such as rolling research programs and customer research events.
You will manage and coach one direct report, setting priorities and supporting their professional growth while remaining hands-on in the work yourself. This is fundamentally a builder and maker role where you'll spend most of your time running and improving the program.
REQUIREMENTS:
- 8+ years of hands-on research operations experience with a track record of building or scaling a program with measurable impact
- 1–2 years of people management experience
- Thought leadership in the research operations space
- Ability to thrive in ambiguity where the discipline isn't fully figured out
- Excellent coaching skills for non-researchers, building their judgment and confidence
- Daily use of AI tools with curiosity about what's genuinely useful versus merely new
- Clear communication with both practitioners and senior stakeholders
NICE TO HAVE:
- Qualitative research experience
- Quantitative fluency
- Familiarity with fintech
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
