Underwriting & Servicing Operations Manager - Cards

Mercury is hiring an Underwriting & Servicing Operations Manager to scale the operational layer across our credit card products. This role sits at the intersection of underwriting, portfolio management, and collections - bringing structure, clear metrics, and disciplined management to operations that are already running well but growing fast. As Mercury's credit portfolio grows, so will the scope of this function. The person in this role will be accountable for the health and performance of these operations today, and for building the management infrastructure that can support what comes next. You'll have a direct impact on growth, loss rates, customer outcomes, headcount efficiency, and our bank charter.

Responsibilities

Own the end-to-end operational layer across our IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput; Lead a team underwriting businesses using corporate financial statements, bank accounts, bureau data, and internal data; Bring consistency and rigor to underwriting processes across the team, reducing variance in how decisions are made and documented; Monitor pipeline health and manage operational bottlenecks; identify improvements that reduce manual burden and increase throughput; Partner with Product, Engineering, Data Science, and Legal/Compliance as the operational lead, grounding tooling investment requests in real throughput data; Define and own the KPI framework for underwriting operations; Lead credit memo and approval workflows for complex underwriting intakes; Own post-origination portfolio monitoring across our card portfolio, including real-time alert management and proactive identification of deteriorating accounts; Define and track portfolio health KPIs; own escalation protocols and playbooks for common risk events; Own and improve Mercury's corporate card collections operations, including monitoring and early identification of at-risk accounts, outreach strategy, escalation and intervention workflows, charge-off processes, and recovery; Define collections performance metrics; track and report on delinquency rates, recovery rates, and operational efficiency

Requirements

8+ years of experience in credit operations, underwriting, or servicing; Prior experience in a highly regulated financial services environment; Demonstrated ability to organize, instrument, and scale credit operations; Strong judgment in ambiguous situations; Track record of managing and developing early-career team members; Comfortable working across functions; Data fluency; Experience with SMB credit, fintech lending products, credit cards, or capital products

Nice to have

Ideally across more than one of these functions; Direct exposure to bank charter processes, regulatory examinations, or policy/procedure documentation; Comfort with SQL or similar tools to pull and interpret operational data or establish operational flows & alerting independently; Curiosity about how AI tools can improve operational efficiency and reduce manual burden across credit workflows

Benefits

Equity (stock options/RSUs); Benefits; Reasonable accommodations for applicants with disabilities or special needs