Knowledge Management & Training Lead (Fintech)

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

Salary: $146,700–$203,800 USD annually, depending on location. Canadian employees: $154,100–$192,600 USD; US employees: $146,700–$203,800 USD.

Company

Mercury is a fintech company providing banking services through partner financial institutions and SaaS-based financial operations.

What you will do

• Own the knowledge framework for risk-operations procedures, including ownership, versioning, review cycles, deprecation, and AI-powered access.
• Set policy, procedure, documentation, and structural standards that support risk controls, compliance approval, audits, and examinations.
• Govern adoption, quality, exceptions, escalation, and ongoing documentation readiness.
• Manage a vendor-based team of technical content writers, including priorities, performance expectations, feedback, quality, and capability development.
• Design vendor-focused training and certification programs with milestone-based curricula, topic certifications, and certification-based routing.
• Define program metrics, connect quality-failure patterns to training interventions, and build cross-skilling pathways across risk programs.

Requirements

• 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions, including building or scaling such a function.
• Experience in a regulated or control-oriented environment and with knowledge, training, and certification programs for BPO or outsourced operations.
• Experience leading teams, pods, or vendor-delivered groups and maintaining a high quality bar.
• Track record of setting standards adopted by teams outside the reporting line through cross-functional influence.
• Strong systems thinking, writing, operating-model design, and metrics-reporting skills.
• Ability to apply AI-powered tools to knowledge management and enablement.

Nice to have

• Experience in financial services, banking, fintech, payments, KYC/KYB, AML, fraud, or disputes.
• Familiarity with Guru, WorkRamp, or similar knowledge-management and enablement platforms.
• Experience as a central standard-setter in a federated organization.
• Startup or high-growth experience and comfort building from a blank page.

Culture & Benefits

• Total rewards include base salary, equity, and benefits.
• Compensation is adjusted based on experience, expertise, geographic location, and internal pay equity.
• Mercury is committed to diversity, belonging, equal employment opportunity, and reasonable recruitment accommodations.