Manager - Account Fraud Enablement

About the Role

The role involves managing a team of risk investigators who specialize in domains such as quality control program design, standard operating procedure (SOP) development, business process outsourcing (BPO) training, and operational tooling. Close partnership with the Fraud Investigations Manager is essential to ensure seamless integration of enablement efforts into production, thereby enhancing outcomes.

Mercury's approach to fraud protection is comprehensive, spanning transaction monitoring, investigations, BPO operations, and an array of fraud vectors across ACH, wires, checks, and cards. The company's two-pillar structure, comprising Fraud Investigations and Fraud Enablement, underscores the importance of both proactive and reactive measures in combating fraud.

What You Will Do

• Lead and develop the Account Fraud Enablement team, focusing on policy, quality, training, operational tooling, fraud domain governance, and fraud trend analysis.
• Own the quality control program, including QC governance, calibration processes, and scorecard design, to drive meaningful feedback loops into training, policy, and tooling for internal investigators and BPO agents.
• Scale BPO operations by partnering with the BPO provider to own training curricula, operational readiness for new program launches, QA frameworks, and ongoing performance management.
• Build and maintain fraud policies and procedures, ensuring SOPs, playbooks, and documentation stay current with evolving fraud patterns, product changes, and regulatory requirements.
• Drive fraud domain trend analysis, working with the team to manage fraud domains, identify emerging patterns, and translate intelligence into operational changes in partnership with Risk Strategy.
• Own tooling and process improvements, collaborating with Risk Strategy, Engineering, and Product to identify operational bottlenecks and advocate for tooling changes that increase investigator efficiency and decision quality.
• Support audit and compliance readiness, ensuring the enablement team's work product meets audit and regulatory standards and serving as a key contributor to fraud-related audit responses.
• Partner across the fraud organization, working closely with the Fraud Investigations Manager and the Senior Manager of Fraud to align enablement efforts with investigative needs and collaborating with Risk Strategy on alert management, rule validation, and AI-assisted fraud detection workflows.

What We Are Looking For

• 3+ years of people management experience in fraud, risk, or a related field, with a proven track record of scaling operational programs.
• Deep understanding of fraud operations, including fraud vectors, detection strategies, and regulatory compliance.
• Experience in building and maintaining policies, procedures, and training programs related to fraud prevention and detection.
• Strong analytical and problem-solving skills, with the ability to drive data-informed decisions.
• Excellent communication and interpersonal skills, with the ability to partner effectively across teams and external partners.
• Knowledge of fintech and digital payments, with an understanding of the startup ecosystem and its unique challenges.
• Experience with BPO operations and management of remote teams.

Nice to Have

• Certification in fraud prevention, risk management, or a related field.
• Experience with AI-assisted fraud detection tools and workflows.
• Knowledge of programming languages, such as Python, and experience with data analysis tools.
• Experience in a fast-paced, startup environment, with the ability to adapt to changing priorities and landscapes.

Benefits and Perks

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Flexible PTO policy and remote work stipend.
• Opportunities for professional growth and development in a rapidly expanding company.
• Access to cutting-edge technology and tools in the fraud prevention and fintech space.
• Collaborative and dynamic work environment with a team of industry experts.

• Tailor your resume: Highlight your experience in fraud operations, risk management, and team leadership, ensuring your application directly addresses the job's requirements.
• Prepare examples: Be ready to provide specific examples of scaling operational programs, building policies, and driving process improvements in previous roles.
• Showcase your knowledge: Demonstrate a deep understanding of fraud vectors, detection strategies, and regulatory compliance, as well as familiarity with fintech and digital payments.
• Emphasize soft skills: Given the role's emphasis on team management and cross-functional partnerships, highlight your communication, interpersonal, and problem-solving skills.
• Research Mercury: Understand Mercury's mission, values, and approach to fraud protection to show your alignment with the company's goals and vision.
• Be ready for behavioral questions: Prepare to answer behavioral interview questions that assess your past experiences and how they relate to the role's responsibilities and challenges.