Manager - Account Fraud Enablement

<p>Mercury is building the banking* stack for startups, and protecting our customers from fraud is core to that mission. As our Account Fraud program has grown in complexity, spanning transaction monitoring, investigations, BPO operations, and an expanding set of fraud vectors across ACH, wires, checks, and cards, we've evolved into a two-pillar structure: Fraud Investigations and Fraud Enablement. We're looking for a Manager to lead the Enablement pillar.</p> <p>This is a people management role, but it's not a traditional "ops manager" role. The Account Fraud Enablement team is the infrastructure layer of our fraud program. Your team builds the policies, training, quality systems, and tooling that make it possible for our investigators to make fast, accurate, high-stakes decisions at scale. You'll manage a team of risk investigators who own domains like QC program design, SOP development, BPO training, and operational tooling. You'll also partner closely with the Fraud Investigations Manager to ensure that what Enablement builds actually lands in production and improves outcomes.</p> <p>This role is ideal for someone who has built or scaled operational programs in fraud, risk, or trust &amp; safety; someone who understands that sustainable growth in fraud operations depends as much on the quality of your playbooks and training as it does on the skill of individual investigators.</p> <p><em>*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.</em></p> <h4>What You'll Do:</h4> <ul> <li>Lead and develop the Account Fraud Enablement team: Manage a team of risk investigators focused on policy, quality, training, operational tooling, fraud domain governance, and fraud trend analysis. Provide coaching, career development, and clear growth paths across the enablement track.</li> <li>Own the quality control program: Oversee QC governance, calibration processes, and scorecard design. Ensure QC results drive meaningful feedback loops into training, policy, and tooling for both internal investigators and BPO agents.</li> <li>Scale BPO operations: Partner with our BPO provider to own training curricula, operational readiness for new program launches, QA frameworks, and ongoing performance management. You'll be the connective tissue between Mercury's fraud standards and BPO execution.</li> <li>Build and maintain fraud policies and procedures: Ensure SOPs, playbooks, and Guru documentation stay current with evolving fraud patterns, product changes, and regulatory requirements. Drive a culture where documentation is a first-class operational asset.</li> <li>Drive fraud domain trend analysis: Work with your team to manage fraud domains (e.g., ACH, wire, check, card-related account fraud), identify