Mercury is building a complete finance stack for startups. We work hard to create the easiest and safest banking* experience possible to simplify entrepreneurs' and business owners’ financial lives. 

Underneath all our products is a massive web of partners that users don’t see, requiring significant product and process investment. That’s where the Financial Partnership Operations team comes in. We work to maintain our external relationships and streamline our collective workflows to keep customers, partners, and Mercury employees happy. 

We’re looking to hire a Financial Partner Operations Lead to manage a team of Partner Operations specialists and generalists responsible for delivering a magical customer experience all while balancing various banking operations. As the Financial Partner Operations Lead, you will be the subject matter expert on processes associated with our scaling and retention initiatives.

You will lead a team of specialists, drive operational and strategic planning, and define and document new processes. You will also act as a cross-functional bridge between our external partners and the rest of the organization. You will work on impactful projects to improve the efficiency and effectiveness of partnership operations by working directly with our Engineering, Design, Product, and Customer Support teams. 

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust®; Members FDIC.

In this role, you will:

• Mentor, coach, and support a team that handles a variety of manual processes, as well as upholding our SLAs
• Improve team efficiency and effectiveness by setting and tracking performance metrics
• Partner cross-functionally to improve our processes, investigate thorny technical issues, and identify bugs
• Work with Relationship Managers and our Expansion team to make sure things run smoothly for our biggest customers to drive customer retention 
• Collaborate with our product partners to make product or process changes that help our users while staying compliant with regulations
• Help the team work towards extremely high standards on response quality, and create genuine customer love
• You’ll help build the knowledge base for how our partnerships work
• Monitor volume, identify trends, and build out reporting

You should:

• Have 5 years of firsthand experience with operational management processes at a fintech or other financial institution
• Have 3 years of experience managing teams
• Have demonstrated experience partnering effectively with Engineering, Product, and Design teams to drive outcomes
• Enjoy learning new systems and processes in a fast paced environment
• Have excellent written and verbal communication skills
• Stay calm and collected while balancing multiple priorities
• Feel confident talking with partners
• Be obsessed with quality

The total rewards package at Mercury includes base salary, equity (stock options), 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, Seattle, Los Angeles or San Francisco: $135,200 – $159,000.
• US employees outside of New York City, Seattle, Los Angeles or San Francisco: $121,700 – $143,100.
• Canadian employees (any location): CAD 123,000 – 144,700.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

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