# Knowledge Management & Training Lead

**Company:** [Mercury](https://hotfix.jobs/companies/mercury)
**Location:** Remote
**Role:** Technical Writing
**Salary:** $147k – $204k/yr
**Experience:** 7+ years
**Skills:** Knowledge Management, Learning And Development, Training Design, Certification Programs, Content Governance, Technical Writing, Vendor Management, Bpo Operations, Ai-Powered Tools, Guru, Workramp, Kyc/Kyb, AML, Risk Controls, Operational Metrics
**Posted:** 2026-08-28

> Leads knowledge governance and vendor-focused training and certification for risk operations, managing content writers and influencing federated teams without direct authority. Requires 7+ years in knowledge management, enablement, or operational training, ideally in regulated or outsourced environments.

## Job Description

## Responsibilities
- Own the knowledge framework for risk-operations procedures, including architecture, ownership, versioning, review dates, deprecation rules, and annual review cycles.
- Design knowledge systems for access and application through AI-powered tools.
- Set policy, procedure, documentation, templates, and structural standards that support risk assessments, controls, and compliance review.
- Govern adoption and quality through review cadences, standards compliance, exception handling, escalation, and audit or examination readiness.
- Directly manage a vendor-based team of technical content writers, including prioritization, performance expectations, feedback, quality standards, team composition, and capability development.
- Define documentation and enablement requirements for embedded practitioners across risk programs, driving adoption without direct reporting authority.
- Architect vendor-focused training and certification programs, including milestone-based curricula, topic-level certifications, and certification-based routing.
- Define and report metrics such as time to productivity, certification coverage, procedure freshness, review compliance, and the relationship between quality failures and training interventions.
- Build documentation and certification pathways to support cross-skilling across onboarding, ODD/EDD, AML/sanctions, fraud, and disputes.

## Requirements
- 7–10+ years of experience in knowledge management, enablement/L&D, operational training, or related functions.
- Experience building or substantially scaling a knowledge-management or enablement function.
- Experience in a regulated or control-oriented environment.
- Combined knowledge-management and enablement/L&D expertise, including operational knowledge governance and team training and certification.
- Experience designing knowledge, training, and certification programs for BPO or outsourced operations teams.
- Experience leading a team, pod, or vendor-delivered group, including setting priorities, providing feedback, maintaining quality standards, and developing capability.
- Track record of gaining adoption of standards across teams without direct reporting authority.
- Strong systems-thinking and writing skills, with the ability to build practical operating models and cadences in ambiguous environments.
- Experience defining and reporting metrics for knowledge and enablement effectiveness and operational performance.
- Perspective on using AI to help teams find and apply accurate information in real time.

## Preferred Skills and Experience
- Financial services, banking, fintech, payments, or related experience.
- Familiarity with KYC/KYB, AML, fraud, disputes, regulatory examinations, and internal audit documentation expectations.
- Familiarity with knowledge-management and enablement platforms such as Guru or WorkRamp.
- Experience as a central standard-setter in a federated or decentralized organization.
- Startup or high-growth experience and comfort building programs from scratch.

## Compensation
- United States employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $163,000–$203,800 USD base salary.
- United States employees outside New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,700–$183,400 USD base salary.
- Canadian employees, any location: $154,100–$192,600 USD base salary.
- Total rewards include base salary, equity, and benefits.

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