Learning and Development Program Manager delivering blended learning, coaching, and assessment programs. Coordinating client partnerships, project logistics, and virtual and on - site delivery for CareerJoy.
About the role
- Senior Risk Program Manager leading bank-charter readiness, reporting, and continuous improvement. Improving fraud and disputes operations at Mercury, a fintech building financial services for startups.
Responsibilities
- Translate chartered-bank regulatory expectations, including Reg E, card network rules, and examiner standards, into sequenced work plans
- Build Bank Charter Readiness programs from zero to one, defining scope, milestones, dependencies, and risks
- Maintain audit readiness through current SOPs, traceable decisions, defensible evidence, and clean documentation
- Coordinate regulator, auditor, and partner-bank inquiries with Compliance, Legal, and Operations
- Own Operational Quality Reviews and Monthly CORs Reviews for Fraud and Disputes
- Define and track operational health measures, team goals, and OKRs
- Build reporting and dashboards for leadership decision-making
- Raise risks, make trade-offs explicit, and drive decisions to closure with cross-functional partners
- Analyze quality, productivity, and compliance data across Fraud, Disputes, and Risk UX
- Convert findings into process, tooling, and reporting improvements
- Route root causes to QC, Learning & Development, and Operations teams and confirm fixes
- Establish continuous improvement programs and measure results
Requirements
- 5+ years of program management experience in risk, compliance, fraud, disputes, or operations at a bank, fintech, or other regulated financial services company
- Banking experience, with working knowledge of how a regulated institution runs
- Direct experience working with regulators, examiners, auditors, or sponsor banks, such as exam preparation, findings remediation, or regulatory responses
- Experience building programs from zero to one, from ambiguous problem to measurable result, with impact beyond the immediate team
- 2+ years of experience governing BPO or other outsourced operations, focused on SLAs, performance and quality oversight, escalations, and regular business reviews
- Strong understanding of risk operational processes in Fraud and/or Disputes, such as case handling, investigations, chargebacks, or Reg E error resolution
- Ability to define metrics, build or interpret dashboards, and explain data meaning
- Experience using AI and automation to improve work processes
- Nice to have: Lean Six Sigma certification (Green Belt or above) or equivalent continuous improvement experience
- Nice to have: ISO quality credentials, such as ISO 9001 Lead Auditor or Implementer, or similar quality management background
- Nice to have: PMI certification (PMP, PgMP) or equivalent
- Nice to have: Experience with Prosci/ADKAR, ITIL-style incident and problem management, QC program design, workforce management, learning and development, card network dispute rules and platforms, Risk UX, or high-growth environments
Benefits
- Base salary
- Equity (stock options/RSUs)
- Benefits
- Competitive salary and equity ranges
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
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No Education Requirement
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