Senior Ongoing Due Diligence L&D Specialist

About Mercury

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.

Job Summary

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.

Key Responsibilities

• 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• Audit training and documentation regularly to identify outdated content and update materials based on product, policy, or process changes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

Requirements

• 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 opportunities for improvement