Responsibilities
- Lead and develop the Account Fraud Enablement team: Manage a team of risk investigators focused on policy, quality, training, operational tooling, fraud domain governance, and fraud trend analysis. Provide coaching, career development, and clear growth paths across the enablement track.
- Own the quality control program: Oversee QC governance, calibration processes, and scorecard design. Ensure QC results drive meaningful feedback loops into training, policy, and tooling for both internal investigators and BPO agents.
- Scale BPO operations: Partner with our BPO provider to own training curricula, operational readiness for new program launches, QA frameworks, and ongoing performance management.
- Build and maintain fraud policies and procedures: Ensure SOPs, playbooks, and Guru documentation stay current with evolving fraud patterns, product changes, and regulatory requirements. Drive a culture where documentation is a first-class operational asset.
- Drive fraud domain trend analysis: Work with your team to manage fraud domains (e.g., ACH, wire, check, card-related account fraud), identify emerging patterns, and translate intelligence into actionable operational changes in partnership with Risk Strategy, whether that's new alerting logic, updated decisioning criteria, or process redesign.
- Own tooling and process improvements: Collaborate with Risk Strategy, Engineering, and Product to identify operational bottlenecks and advocate for tooling changes that increase investigator efficiency and decision quality.
- Support audit and compliance readiness: Ensure the enablement team's work product (policies, procedures, training materials, QC results) meets audit and regulatory standards. Serve as a key contributor to fraud-related audit responses.
- Partner across the fraud org: Work hand-in-hand with the Fraud Investigations Manager and the Senior Manager of Fraud to ensure alignment between what Enablement builds and what Investigations needs. Collaborate with Risk Strategy on alert management, rule validation, and AI-assisted fraud detection workflows. Interface with CS Readiness, Onboarding, and other cross-functional teams.
Requirements
- 3+ years of people management experience in fraud operations, risk operations, trust & safety, or a similar investigative/operational environment, ideally managing project-oriented or program-focused teams rather than purely queue-based teams.
- Has built or meaningfully scaled an enablement function: training programs, QC/QA frameworks, SOP libraries, or onboarding curricula for operational teams.
- Has experience managing or partnering closely with BPO operations, including training design, quality calibration, and performance governance.
- Understands fraud investigations at a practitioner level.
- Brings strong opinions on quality: what good QC looks like, how to build calibration into a program, and how to use quality data to drive continuous improvement rather than just compliance checkboxes.
- Brings strong project and program management rigor.
- Is comfortable operating in ambiguity.
- Communicates clearly and concisely in writing, in meetings, and in the documentation your team produces.
- Has a track record of developing talent: coaching investigators or specialists into more senior roles, creating transparent career frameworks, and giving feedback that actually lands.
Benefits
- base salary, equity, and benefits
- Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Additional Information
- 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. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024.
