Manager - Account Fraud Enablement

Mercury•Portland, OR

About The Position

Mercury is building the banking stack for startups, and protecting our customers from fraud is core to that mission. As our Account Fraud program has grown in complexity, spanning transaction monitoring, investigations, BPO operations, and an expanding set of fraud vectors across ACH, wires, checks, and cards, we've evolved into a two-pillar structure: Fraud Investigations and Fraud Enablement. We're looking for a Manager to lead the Enablement pillar. This is a people management role, but it's not a traditional "ops manager" role. The Account Fraud Enablement team is the infrastructure layer of our fraud program. Your team builds the policies, training, quality systems, and tooling that make it possible for our investigators to make fast, accurate, high-stakes decisions at scale. You'll manage a team of risk investigators who own domains like QC program design, SOP development, BPO training, and operational tooling. You'll also partner closely with the Fraud Investigations Manager to ensure that what Enablement builds actually lands in production and improves outcomes. This role is ideal for someone who has built or scaled operational programs in fraud, risk, or trust & safety; someone who understands that sustainable growth in fraud operations depends as much on the quality of your playbooks and training as it does on the skill of individual investigators. Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Requirements

Has 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. You know the difference between documentation that looks good and documentation that actually changes behavior.
Has experience managing or partnering closely with BPO operations, including training design, quality calibration, and performance governance.
Understands fraud investigations at a practitioner level. You don't need to be the best investigator on the team, but you need to understand how fraud decisioning works: account-level risk signals, transaction monitoring, escalation triage… well enough to evaluate whether your team's enablement work is hitting the mark.
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. You'll be managing multiple concurrent workstreams like BPO readiness, QC program development, policy overhauls, and tooling requests — and you need the discipline to scope work, set milestones, track dependencies, and hold your team and cross-functional partners accountable to timelines.
Is comfortable operating in ambiguity. This is a role where you'll need to build structure in a fast-moving environment, balance competing priorities across internal teams and BPO partners, and make judgment calls about where to invest your team's time.
Communicates clearly and concisely in writing, in meetings, and in the documentation your team produces. Mercury values crisp, well-structured communication, and this role is responsible for the written artifacts that govern how fraud decisions get made.
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.

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. You'll be the connective tissue between Mercury's fraud standards and BPO execution.
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.