Senior Risk Program Manager - Fraud & Disputes Enablement

Job Description

Join the Fraud & Disputes Enablement team at Mercury, a fintech company building a complete financial stack for startups. As a Senior Risk Program Manager, you will lead Mercury's Bank Charter Readiness work across Fraud, Disputes, and Risk UX, run operating reviews and goal tracking, and use data to drive continuous improvement.

Responsibilities

Lead Bank Charter Readiness

• Develop work plans to meet regulatory expectations for a chartered bank, including Reg E, card network rules, and examiner standards.
• Build and manage Bank Charter Readiness programs, defining scope, milestones, dependencies, and risks.
• Ensure teams are audit-ready with up-to-date SOPs, traceable decisions, and clean documentation.
• Coordinate responses to regulator, auditor, and partner-bank inquiries.

Lead Goal Tracking and Reporting for Fraud & Disputes

• Own the cadence and content of Operational Quality Reviews and Monthly CORs Reviews for Fraud and Disputes.
• Define and track ops health measures and team goals, including OKRs.
• Build reporting and dashboards for leaders to make informed decisions.
• Identify risks early and drive decisions to closure with partners.

Use Data for Continuous Improvement

• Analyze quality, productivity, and compliance data to identify patterns behind recurring problems.
• Develop durable process, tooling, and reporting improvements.
• Collaborate with QC, L&D, and Operations leaders to address root causes and confirm fixes.

Requirements

• 5+ years of program management experience in risk, compliance, fraud, disputes, or operations at a bank, fintech, or regulated financial services company.
• Banking experience with working knowledge of regulated institutions and direct experience with regulators, examiners, auditors, or sponsor banks.
• Proven record of building programs from zero to one with measurable impact.
• 2+ years of experience governing BPO or outsourced operations with a focus on governance.
• Strong understanding of risk operational processes in Fraud and/or Disputes.
• Comfort with data analysis and interpretation.
• Experience using AI and automation to improve workflows.

Nice to Haves

• Lean Six Sigma certification (Green Belt or above) or equivalent continuous improvement experience.
• ISO quality credentials or similar quality management background.
• PMI certification (PMP, PgMP) or equivalent.
• Experience with change management frameworks or ITIL-style incident and problem management.