About this role
In the early days of the telephone, switchboard operators were the invisible infrastructure of modern communication. They connected calls by hand, memorized patterns, resolved routing problems in real time, and kept whole cities speaking to one another.
Their work was technical, precise, human, and operationally essential. As networks grew, the best systems preserved the operator’s judgment while automating the repetitive paths.
Mercury is building a complete finance stack for startups. We work hard to create the easiest and safest banking* experience possible, so entrepreneurs and business owners can spend less time managing financial complexity and more time building what comes next.
Underneath that experience is a network of payment rails, bank partners, operational desks, controls, exceptions, and workflows that keep customer funds moving safely and reliably. These rails include international wires, domestic wires, RTP, ACH, and checks. When it all works, customers do not have to think about the machinery underneath. Their money lands where it should, when it should, with clarity and confidence.
We’re looking for a Payment Operations Lead to help build and scale the operational desks that support Mercury Bank’s payment rails. You’ll bring deep payments knowledge, strong team leadership, and a systems-minded approach to making operational work more efficient through process design, tooling, automation, and AI.
This is a high-trust role for someone who understands both the precision and pace required in payment operations. You’ll lead a team responsible for keeping money movement running smoothly across international wires, domestic wires, RTP, ACH, and checks, improving how work gets done, and building the operating rhythms, controls, and tools that help Mercury scale without losing quality.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
In this role, you’ll:
• Lead and develop a Payment Operations team responsible for supporting Mercury Bank’s payment rails, ensuring the team has clear priorities, strong operating standards, and the coaching needed to do excellent work.
• Build and scale payment operations desks across international wires, domestic wires, RTP, ACH, and checks, including the workflows, escalation paths, controls, documentation, and quality standards needed to support reliable money movement at increasing volume.
• Bring deep payments expertise to operational decision-making, helping the team navigate exceptions, investigations, returns, rejects, recalls, partner requirements, and the tradeoffs that come with moving money in a regulated environment.
• Improve operational efficiency through better processes, tooling, automation, AI-enabled workflows, dashboards, and measurement systems that reduce manual effort while preserving judgment and control.
• Partner closely with Product, Engineering, Compliance, Risk, Banking