Senior Onboarding L&D Specialist

Mercury is building a complete finance stack for startups and small businesses. As our products and operations evolve, so must the way we equip our teams. We're looking for a strategic and detail-oriented Learning & Development Specialist to join our Enablement team-comprising Quality Control (QC) and Learning & Development (L&D)-to drive scalable training and knowledge initiatives for both business and personal banking operations. This role will focus on creating structured learning experiences rooted in instructional design theory, while also ensuring consistent and high-quality training across internal teams and BPO partners. You'll be responsible for end-to-end learning program design, creating and tracking learning KPIs, as well as the curation and management of knowledge critical to risk-based processes. The ideal candidate has a passion for enabling others, a strong foundation in instructional design, subject matter expertise in knowledge management, and a systems-driven mindset for delivering learning at scale.

• Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A, and Evolve Bank & Trust®; Members FDIC.

On the job, you will:

• Apply evidence-based instructional design practices to develop and deliver role-specific training programs across business and personal banking operations
• Ensure training parity across internal teams and BPO partners, enabling consistent, compliant, and high-quality learning experiences
• Create and maintain scalable, modular learning content, including interactive e-learnings, SOPs, facilitator guides, and assessments
• Collaborate with cross-functional stakeholders to understand workflows and translate them into effective learning and reference materials
• Own and evolve the knowledge management system to ensure operational teams have easy access to current, accurate information in support of risk-sensitive tasks
• Audit training and documentation regularly to identify outdated content and update materials based on product, policy, or process changes
• Partner with QC team members to close performance gaps through targeted learning interventions informed by quality data
• Design feedback loops and evaluation strategies to measure training effectiveness and drive continuous improvement

You should:

• Have 3+ years of experience in L&D, instructional design, or enablement, ideally in a regulated or high-risk environment
• Be deeply familiar with instructional design models (e.g., ADDIE) and adult learning theory, and skilled in building learning experiences for a variety of modalities
• Be experienced in supporting BPO teams or remote vendor operations with consistent training programs and tools
• Be a structured thinker with a passion for clear, accessible documentation and knowledge systems(e.g., Notion, Guru), and subject matter expertise with change management with standard operating procedures (SOPs)
• Thrive in fast-paced, ambiguous environments and proactively identify gaps, inconsistencies, or inefficiencies in training and documentation
• Be curious about the U.S. banking system and motivated to build solutions that support compliance, accuracy, and operational excellence

The total rewards package at Mercury includes base salary, equity, and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $95,000 - $118,800 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $85,500 - $106,900 USD
• Canadian employees (any location): $89,800 - $112,300 CAD

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here. #LI-AR1 Apply tot his job Apply To this Job