Knowledge & Enablement Lead

Job Description

Knowledge Management & Training Lead | Mercury

The Tone:
This is a full-time role at Mercury, located remotely. Mercury is a fintech company providing banking services, and this role is crucial for scaling its risk operations towards bank readiness. You will design and govern how Mercury’s risk operations and their BPO partners document, learn, and verify their work. Success in this position requires a self-driven individual who can set clear, effective standards that others adopt through their inherent value, rather than through direct authority.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote
• Pay: $146700–$203800 yearly
• Team: Vendor Strategy function
• Mission: Own the frameworks and governance for how Mercury’s risk operations and BPO partners document, learn, and prove what they do, as the company scales toward bank readiness.
• Tech Stack: Guru, WorkRamp

What You’ll Actually Do
• Own Knowledge Framework: Define the architecture for the canonical library of risk-operations procedures, including ownership models, versioning, review cycles, and deprecation rules, while designing for AI-powered access.
• Set Policy and Documentation Standards: Establish standards, templates, and structural conventions for all risk operations content, enabling direct RCSA and control building and consistent compliance approvals.
• Govern Adoption and Quality: Run the governance layer to maintain live standards, ensure compliance, handle exceptions, and manage escalation for program drift, ensuring audit and examination readiness.
• Manage BPO Content-Writing Team: Directly lead a vendor-based team of technical content writers, setting priorities, performance expectations, maintaining quality, and developing their capabilities.
• Architect Training and Certification: Design a comprehensive training and certification system specifically for vendor delivery, translating complex operational content into milestone-based curricula and topic-level certifications for BPO audiences.

The Must-Haves
• Background: 7–10+ years of experience in knowledge management, enablement/L&D, or operational training, including building or substantially scaling a knowledge-management and/or enablement function in a regulated or control-oriented environment.
• Experience: Designing knowledge, training, and certification programs for BPO or outsourced operations teams; leading a team, pod, or vendor-delivered group; and a track record of setting standards that teams outside your reporting line adopted.
• Skills: A hybrid skill set spanning knowledge management and enablement/L&D; strong systems thinking and writing skills; ability to build practical operating models in ambiguous environments; and experience defining metrics for knowledge and enablement program effectiveness, including AI’s role.
• Bonus: Experience in financial services, banking, fintech, or payments; familiarity with regulated operations (KYC/KYB, AML, fraud, disputes) and auditor expectations; familiarity with Guru, WorkRamp, or similar platforms; experience as a central standard-setter in a federated organization; and comfort building from a blank page in a startup or high-growth environment.