知识与赋能负责人
Knowledge & Enablement Lead
"没有人能独自吹奏交响乐。需要整个乐团才能演奏它。" —— H.E. Luccock
职位概述：
Mercury的供应商策略团队正在招聘一名知识与赋能负责人，负责制定框架和治理机制，以规范Mercury风险运营——以及执行这些运营的BPO合作伙伴——如何记录、学习并证明他们的工作内容，以便我们向银行准备状态迈进。
这个职位跨越两个领域：知识管理（工作流程的单一真实来源）和培训（内部和供应商团队如何学习执行）。这是一个系统设计和框架角色，背后有明确的执行目标。你将设定风险运营所依据的要求、标准和审查频率，直接管理一支基于BPO的内容撰写团队，按照这些标准进行创作，并通过嵌入其他团队的赋能实践者推动采用。
如果你需要职位权威来推动变革，那么这个职位不适合你。如果你能够清晰地设定知识和赋能标准，使人们因为其明显的优势而采用它，那么这就是适合你的职位。
关于我们团队：
Mercury的供应商策略职能管理两个主要领域内的风险外包——全公司范围的业务流程外包（BPO）和风险平台SaaS（KYC、KYB、IDV、AML等），并正在构建政策、流程、标准和培训的赋能基础，使该生态系统得以扩展。我们正在扩大团队规模，以管理不断扩大的供应商生态系统，应对快速变化的需求，并为Mercury创造战略价值。
关键职责：
- 负责知识框架。定义风险运营流程的标准库架构——所有权模型、版本控制、最后发布日期和下一次审查日期、弃用规则，以及一个持续的年度审查周期。设计知识如何通过AI驱动的工具被越来越多地访问和应用，而不仅仅是如何记录和存储。这首先是一个系统问题，其次才是写作问题。
- 制定政策、流程和文档标准。负责规范、模板和结构惯例，以指导风险运营中政策和流程的编写——结构化以便业务风险可以直接从中构建RCSAs和控制措施，并且合规部门可以针对一致的格式批准监管内容，而不是每次都是定制化的。
- 管理采用和质量。运行保持标准的治理层
查看英文原文
"No one can whistle a symphony. It takes a whole orchestra to play it." — H.E. Luccock
Role Overview:
Mercury's Vendor Strategy team is hiring a Knowledge & Enablement Lead to own the frameworks and governance for how Mercury's risk operations — and the BPO partners who deliver them — document, learn, and prove what they do, as we scale toward bank readiness.
This is one role spanning two disciplines: knowledge management (the single source of truth for how work gets done) and training (how internal and vendor teams learn to do it). It is a system design and framework role with real execution target behind it. You will set the requirements, standards, and review cadence that risk operations documents and trains against, you will directly manage a BPO-based team of content writers who produce against those standards, and you will drive adoption through enablement practitioners embedded on other teams.
If you need positional authority to make change happen, this is the wrong role. If you can set a knowledge and enablement standard so clearly that people adopt it because it's obviously better, it's the right one.
About Our Team:
The Vendor Strategy function at Mercury manages risk outsourcing across two principal domains — company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc.) — and is building the enablement backbone of policy, procedure, standards, and training that lets that ecosystem scale. We're growing the team to manage an expanding vendor ecosystem, address rapidly evolving needs, and drive strategic value for Mercury.
Key Responsibilities:
- Own the knowledge framework. Define the architecture for the canonical library of risk-operations procedures — the ownership model, versioning, last-published and next-review dates, deprecation rules, and a live annual review cycle. Design for how knowledge is increasingly accessed and applied through AI-powered tools, not only how it is documented and stored. This is a systems problem before it is a writing problem.
- Set policy, procedure, and documentation standards. Own the standards, templates, and structural conventions that govern how policy and procedure get written across risk operations — structured so business risk can build RCSAs and controls directly from them, and so compliance can approve regulatory content against a consistent format rather than a bespoke one each time.
- Govern adoption and quality. Run the governance layer that keeps standards live: review cadence, compliance against the standard, exception handling, and escalation when programs drift. Own the audit and examination readiness of the documentation estate.
- Partner with internal and BPO enablement teams. Collaborate with technical content writers and training leads — helping to identify priorities, provide feedback, and set standards.
- Define requirements for teams you don't manage. Set the enablement and documentation requirements that enablement practitioners embedded across risk programs execute against, and make those requirements clear, useful, and adoptable without a reporting line to enforce them.
- Architect training and certification. Design a training and certification system built for vendor delivery — translating complex operational content for BPO audiences through milestone-based curricula, topic-level certifications, and routing by certification — distinct from an internal-only L&D lens.
- Instrument the function. Define and report the metrics that show the programs improving over time: time-to-productivity, certification coverage, procedure freshness and review compliance, and the link between quality-failure patterns and training interventions.
- Enable cross-skilling. Build the documentation and certification pathways that let staffing flex across risk programs (onboarding, ODD/EDD, AML/sanctions, fraud, disputes) as demand moves
Qualifications:
- 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions, including experience building or substantially scaling a knowledge-management and/or enablement function.
- Experience operating in a regulated industry or similarly complex, control-oriented environment.
- A hybrid skill set spanning knowledge management and enablement/L&D — able to design both the systems that govern how operational knowledge is created and maintained and how teams are trained and certified against it.
- Experience designing knowledge, training, and certification programs for BPO or outsourced operations teams, with an understanding of how to make complex information clear, accessible, and actionable for a BPO audience.
- Experience leading a team, pod, or vendor-delivered group — setting priorities and performance expectations, providing direct feedback, maintaining a high quality bar, and developing capability.
- Track record of setting standards that teams outside your reporting line actually adopted, demonstrating strong cross-functional influence without authority.
- Strong systems thinking and writing skills, with the ability to build practical operating models and cadence in ambiguous or evolving environments.
- Experience defining and reporting metrics that demonstrate the effectiveness of knowledge and enablement programs, including their impact on operational performance.
- A thoughtful perspective on how AI can improve knowledge management and enablement, including how AI-powered tools can help teams find and apply accurate information in real time.
Preferred Skills & Experience:
- Experience in financial services, banking*, fintech, payments, or a related financial-services environment.
- Familiarity with regulated operations such as KYC/KYB, AML, fraud, or disputes, and with what an examiner or internal auditor expects documentation to look like.
- Familiarity with knowledge-management and enablement platforms ideally Guru, WorkRamp, or similar tools.
- Experience operating as the central standard-setter across a federated or decentralized organization.
- Startup or high-growth experience; comfort building from a blank page.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
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.
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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), 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.
Our target new hire base salary ranges for this role are the following:
US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$163,000—$203,800 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:
$146,700—$183,400 USD
Canadian employees (any location):
$154,100—$192,600 USD