Senior Risk Program Manager - Fraud & Disputes Enablement (Fintech)

Location: San Francisco, CA; New York, NY; Portland, OR; or remote within Canada or the United States

Salary: US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200–$192,800 USD; US employees elsewhere: $138,800–$173,500 USD; Canadian employees: $145,800–$182,200 CAD

Company

Mercury is a fintech company building a financial stack for startups; banking services are provided through partner banks and Mercury is not an FDIC-insured bank.

What you will do

• Lead bank charter readiness programs across Fraud, Disputes, and Risk UX, translating regulatory expectations into sequenced plans, milestones, dependencies, and ownership.
• Maintain audit readiness through current SOPs, traceable decisions, defensible evidence, and coordinated responses to regulators, auditors, and partner banks.
• Own operational quality reviews, monthly reporting, OKR tracking, dashboards, and executive narratives for Fraud and Disputes.
• Define operational health metrics, identify risks early, make trade-offs explicit, and drive decisions to closure across partner teams.
• Analyze quality, productivity, and compliance data to identify root causes and deliver durable process, tooling, and reporting improvements.
• Establish continuous improvement programs and use AI and automation to improve documentation, evidence synthesis, incident analysis, and status reporting.

Requirements

• 5+ years of program management experience in risk, compliance, fraud, disputes, or operations within a bank, fintech, or regulated financial services company.
• Banking experience and direct work with regulators, examiners, auditors, or sponsor banks, including exam preparation, findings remediation, or regulatory responses.
• Experience building programs from zero to one and delivering measurable impact beyond the immediate team.
• 2+ years governing BPO or outsourced operations, including SLAs, performance and quality oversight, escalations, and business reviews.
• Strong understanding of Fraud or Disputes operations, such as case handling, investigations, chargebacks, or Reg E error resolution.
• Ability to define metrics, build or interpret dashboards, and use AI and automation to improve operational work.

Nice to have

• Lean Six Sigma, ISO quality, PMI, or comparable certifications and experience.
• Experience with change management frameworks such as Prosci/ADKAR or ITIL-style incident and problem management.
• Experience in quality control program design, workforce management, learning and development, Risk UX, card network dispute rules, or high-growth program scaling.

Culture & Benefits

• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Compensation is calibrated using experience, expertise, geographic location, and internal pay equity.
• Mercury is committed to diversity, belonging, equal employment opportunity, and reasonable accommodations throughout recruitment.