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Greenhouse · Posted 30 Sept 2026

full-time

Knowledge & Enablement Lead

Mercury · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

Mercury is a company in the fintech space that provides business banking services for startups. The Knowledge & Enablement Lead will shape how risk operations and its BPO partners document, learn, and prove their work as Mercury scales toward bank readiness. Day‑to‑day responsibilities include defining the architecture for a canonical library of risk‑operations procedures, setting standards for policy and procedure writing, and establishing review cadences and versioning rules. The role also involves designing how knowledge is accessed through AI‑powered tools, governing adoption and quality across internal and vendor teams, and partnering with BPO‑based content writers to ensure materials meet those standards. Additionally, the lead will architect a training and certification system for vendor delivery, create metrics to track improvements such as time‑to‑productivity and procedure freshness, and build documentation pathways that enable staff to flex across risk programs as demand shifts. The position suits candidates with 7–10+ years of experience in knowledge management, enablement/L&D, or operational training who can influence without direct authority, think in systems, and drive adoption through clear, useful frameworks.

knowledge managementenablementtraining designbpo collaborationframework governancecertification systemsmetrics reportingcross‑skillingrisk operationssystems thinking

"No one can whistle a symphony. It takes a whole orchestra to play it." — H.E. Luccock Role Overview Mercury's Business Risk and Enablement team is hiring a Knowledge & Enablement Lead to own the frameworks and governance for how Mercury's risk operations — and the BPO partners who deliver them — document, learn, and prove what they do, as we scale toward bank readiness. This is one role spanning two disciplines: knowledge management (the single source of truth for how work gets done) and training (how internal and vendor teams learn to do it). It is a system design and framework role with real execution target behind it. You will set the requirements, standards, and review cadence that risk operations documents and trains against. You will also partner with a BPO-based team of content writers who produce against those standards, as well as drive adoption through enablement practitioners embedded on other teams. If you need positional authority to make change happen, this is the wrong role. If you can set a knowledge and enablement standard so clearly that people adopt it because it's obviously better, it's the right one. About Our Team The Business Risk and Enablement team’s primary function is to build and run a first line of defence (1LOD) risk program that gives business leaders a clear way to identify, document, and manage their risks. The enablement team directly supports this by centralizing standards for quality, training, and documentation across the various operations teams. Key Responsibilities Own the knowledge framework. Define the architecture for the canonical library of risk-operations procedures — the ownership model, versioning, last-published and next-review dates, deprecation rules, and a live annual review cycle. Design for how knowledge is increasingly accessed and applied through AI-powered tools, not only how it is documented and stored. This is a systems problem before it is a writing problem. Set policy, procedure, and documentation standards. Own the standards, templates, and structural conventions that govern how policy and procedure get written across risk operations — structured so business risk can build self-assessments and controls directly from them, and so compliance can approve regulatory content against a consistent format rather than a bespoke one each time. Govern adoption and quality. Run the governance layer that keeps standards live: review cadence, compliance against the standard, exception handling, and escalation when programs drift. Own the audit and examination readiness of the documentation estate. Partner with internal and BPO enablement teams. Collaborate with technical content writers and training leads — helping to identify priorities, provide feedback, and set standards. Define requirements for teams you don't manage. Set the enablement and documentation requirements that enablement practitioners embedded across risk programs execute against, and make those requirements clear, useful, and adoptable without a reporting line to enforce them. Architect training and certification. Design a training and certification system built for vendor delivery — translating complex operational content for BPO audiences through milestone-based curricula, topic-level certifications, and routing by certification — distinct from an internal-only L&D lens. Instrument the function. Define and report the metrics that show the programs improving over time: time-to-productivity, certification coverage, procedure freshness and review compliance, and the link between quality-failure patterns and training interventions. Enable cross-skilling. Build the documentation and certification pathways that let staffing flex across risk programs (onboarding, ODD/EDD, AML/sanctions, fraud, disputes) as demand moves Qualifications 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions, including experience building or substantially scaling a knowledge-management and/or enablement function. Experience operating in a regulated industry or similarly complex, control-oriented environment. A hybrid skill set spanning knowledge management and enablement/L&D — able to design both the systems that govern how operational knowledge is created and maintained and how teams are trained and certified against it. Experience designing knowledge, training, and certification programs for BPO or outsourced operations teams, with an understanding of how to make complex information clear, accessible, and actionable for a BPO audience. Experience leading a team, pod, or vendor-delivered group — setting priorities and performance expectations, providing direct feedback, maintaining a high quality bar, and developing capability. Track record of setting standards that teams outside your reporting line actually adopted, demonstrating strong cross-functional influence without authority. Strong systems thinking and writing skills, with the ability to build practical o

Role	Knowledge & Enablement Lead
Company	Mercury
Location	San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
Type	internship
Compensation	Not disclosed
Posted	2026-09-30
Deadline	Rolling

Typical process for this type of role

A general guide — the exact steps for this specific listing may vary; check the original posting for details.

1ApplicationSubmit your resume through the apply link.
2ScreeningRecruiter reviews your background against the role.
3AssessmentA technical test, assignment, or coding round, depending on the role.
4Interview(s)One or more rounds with the hiring team.
5OfferOffer letter with compensation and start date.

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