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Salary: USD 154,200 - 192,800 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. The Fraud & Disputes Enablement team is a shared-services group within Risk that supports operations teams in fraud, disputes, and risk UX functions.
In this role, you will lead three major workstreams:
**Bank Charter Readiness:** Translate regulatory expectations (Reg E, card network rules, examiner standards) into clear, sequenced work plans. Build Bank Charter Readiness programs from zero to one, defining scope, milestones, dependencies, and risks. 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.
**Goal Tracking & Reporting:** Own the cadence and content of Operational Quality Reviews and Monthly CORs Reviews for Fraud and Disputes. Define and track operational health measures and team goals (OKRs). Build reporting and dashboards leaders use to make decisions, including new reporting from scratch where none exists. Raise risks early, make trade-offs explicit, and drive decisions to closure with cross-functional partners.
**Continuous Improvement:** Analyze quality, productivity, and compliance data across Fraud, Disputes, and Risk UX to identify patterns behind recurring problems. Turn findings into durable process, tooling, and reporting improvements rather than one-off fixes. Work with QC, L&D, and Operations leaders to route root causes to the right teams and confirm fixes. Stand up new continuous improvement programs from zero to one and measure results.
You will collaborate with Risk Operations, Compliance, Risk Product, Engineering, Risk Strategy, and Vendor Management. The role includes exploring how AI can help the team work smarter, not harder—for example, synthesizing evidence and documentation, drafting and maintaining SOPs, analyzing QC and vendor data, and automating status reporting.
**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 operates, and direct experience working with regulators, examiners, auditors, or sponsor banks (exam preparation, findings remediation, regulatory responses)
- Proven track record building programs from zero to one, from ambiguous problem to measurable result, with impact beyond immediate team
- 2+ years governing BPO or other outsourced operations, with focus on governance: SLAs, performance and quality oversight, escalations, and regular business reviews
- Strong understanding of risk operational processes in Fraud and/or Disputes (case handling, investigations, chargebacks, Reg E error resolution)
- Comfort with data: ability to define metrics, build or interpret dashboards, and explain what numbers mean
- Experience using AI and automation to improve work processes
**Nice to Haves:**
- Lean Six Sigma certification (Green Belt or above) or equivalent continuous improvement experience
- ISO quality credentials (ISO 9001 Lead Auditor or Implementer) or similar quality management background
- PMI certification (PMP, PgMP) or equivalent
- Change management frameworks (Prosci/ADKAR, ITIL-style incident and problem management)
- QC program design, workforce management, or learning and development experience
- Familiarity with card network dispute rules and platforms
- Risk UX or customer-facing risk flows experience in regulated context
- Experience building and scaling programs in high-growth environments
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
