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◆ 9/10
fintechtechOtherremote
About this role
Mercury is seeking a Research Operations Lead to build and run a customer research program, ensuring high-quality and ethical research practices as the company scales. This role involves defining research processes, managing a customer research panel, and coaching team members.
Description
At Mercury, research is a democratized practice. Designers and PMs talk directly to customers, and Research Operations builds and runs the system that makes that fast, high quality, and ethical.
Responsibilities
- Define how research works at Mercury: the processes, standards, and ways of working that let Product, Design, and Marketing run research with autonomy
- Own our customer research panel end to end, including customer databases, outreach, and continuous recruitment
- Run the day-to-day operations that keep research moving, including scheduling, incentives, consent, and privacy and ethical guardrails
- Consult across the team on research best practices, helping designers and PMs plan studies, choose methods, and turn feedback into insight
- Partner closely with design managers, designers, and PMs so customer evidence informs decisions from early discovery through post-launch usability and funnel analysis
- Own our research tool stack (including Dovetail, Maze, and Rally), along with vendor relationships, budget, and build-versus-buy decisions
- Build AI-enabled workflows that help teams prepare for customer conversations and synthesize feedback, while holding a high bar for evidence, privacy, and human judgment
- Pilot new ways of getting close to customers, such as rolling research programs and customer events like research dinners
- Manage and coach one direct report, setting priorities and supporting their growth while staying hands on in the work
Requirements
- Have 8+ years of hands-on research operations experience and a track record of building or scaling a program with measurable impact
- Have 1-2 years of people management experience
- Be a thought leader in the space
- Thrive in ambiguity where the discipline isn't fully figured out
- Be an excellent coach to non-researchers, building their judgment and confidence
- Use AI in your daily work and stay curious about what's genuinely useful versus merely new
- Communicate clearly with practitioners and senior stakeholders
- Nice to have: qualitative research experience, quantitative fluency, and familiarity with fintech.
Conditions & Benefits
- Total rewards package includes base salary, equity (stock options/RSUs), and benefits
- Competitive salary and equity ranges within the SaaS and fintech industry
- New hire offers based on experience, expertise, geographic location, and internal pay equity relative to peers
- Target new hire base salary ranges for this role:
Job Details
Salary$170,400–$236,700
LocationRemote
AI Score★★★★★★★★★☆ 9/10
PostedOct 15, 2026 (2h ago)
Tags & Skills
fintechtechOtherremote
Tech Stack
research operationscustomer researchAI workflowspeople managementqualitative researchquantitative researchfintech