Description
We are hiring an Underwriting & Servicing Operations Manager to scale the operational layer across our credit card products. This role sits at the intersection of underwriting, portfolio management, and collections - bringing structure, clear metrics, and disciplined management to operations that are already running well but growing fast.
As Mercury's credit portfolio grows, so will the scope of this function. The person in this role will be accountable for the health and performance of these operations today, and for building the management infrastructure that can support what comes next.
This role requires owning the collections function end-to-end, including monitoring and early identification of at-risk accounts, outreach strategy, escalation and intervention workflows, charge-off processes, and recovery. Additionally, you will manage and improve Mercury's collections operations by refining playbooks, escalation criteria, and tooling across our credit product family as the portfolio scales.
You will also serve as the primary owner on collections and servicing policy documentation in support of Mercury's bank charter, partnering with Legal and Compliance to ensure collections practices are compliant, well-documented, and defensible under examiner scrutiny.
In terms of underwriting and portfolio management operations, you will own the end-to-end operational layer across our IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput. You will bring consistency and rigor to underwriting processes across the team, reducing variance in how decisions are made and documented.
You will monitor pipeline health and manage operational bottlenecks, identifying improvements that reduce manual burden and increase throughput. You will partner with Product, Engineering, Data Science, and Legal/Compliance as the operational lead, grounding tooling investment requests in real throughput data.
You will define and own the KPI framework for underwriting operations, establishing what healthy approval rates, turnaround times, and application quality look like - and drive improvement against those targets.
To be successful in this role, you will require 8+ years of experience in credit operations, underwriting, portfolio management, or collections, ideally across more than one of these functions. You will also need prior experience in a highly regulated financial services environment, direct exposure to bank charter processes, regulatory examinations, or policy/procedure documentation being a strong plus.
You will demonstrate the ability to organize, instrument, and scale credit operations, bringing rigor, clear metrics, and ownership to functions that are in motion and growing. You will have strong judgment in ambiguous situations, knowing when to escalate, when to streamline, and when to hold the line on risk.
You will also have a track record of managing and developing early-career team members, being comfortable working across functions, and having data fluency, with comfort with SQL or similar tools to pull and interpret operational data or establish operational flows & alerting independently being a plus.
The total rewards package at Mercury includes base salary, equity, and benefits, with target new hire base salary ranges for this role being $163,000- $203,800 for US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area, $146,700 - $183,400 for US employees outside of these locations, and $154,100 - $192,600 CAD for Canadian employees.