Knowledge Management & Enablement Lead @Mercury

Overview

Mercury's Vendor Strategy team is hiring a Knowledge & Enablement Lead to oversee the frameworks and governance for Mercury's risk operations and the BPO partners who deliver them as the company scales toward bank readiness.

Key Responsibilities

• Own the knowledge framework, defining the architecture for procedures and design for AI-powered access.
• Set policy, procedure, and documentation standards to ensure consistency and compliance.
• Govern adoption and quality, managing the documentation estate’s audit and examination readiness.
• Manage a vendor-based content-writing team, setting priorities and developing capabilities against Mercury's frameworks.
• Define requirements for enablement practitioners across risk programs.
• Architect training and certification systems for vendor delivery.
• Instrument the function by defining and reporting metrics that demonstrate program improvement.
• Enable cross-skilling by building documentation and certification pathways.

Requirements

• 7–10+ years in knowledge management, enablement/L&D, operational training, or related fields.
• Experience in regulated industries or complex, control-oriented environments.
• Hybrid skill set in knowledge management and enablement/L&D.
• Experience designing training for BPO or outsourced operations teams.
• Proven leadership in managing teams and setting performance expectations.
• Strong track record of influence and setting standards adopted by cross-functional teams.
• Excellent systems thinking and writing skills.
• Understanding of how AI can enhance knowledge management.

Benefits

The total rewards package includes base salary, equity (stock options/RSUs), and benefits. Base salary ranges for this role are:

• US employees in NYC, LA, Seattle, or the San Francisco Bay Area: $163,000 — $203,800 USD.
• US employees outside these areas: $146,700 — $183,400 USD.
• Canadian employees: $154,100 — $192,600 USD.

Location

Remote within Canada or the United States.

How to Apply

For more details on the application process, refer to the company’s job application page.