Research Operations Lead

Job Description:

• Define Mercury's research processes, standards, and ways of working
• Own the customer research panel, including customer databases, outreach, and continuous recruitment
• Run day-to-day research operations, including scheduling, incentives, consent, privacy, and ethical guardrails
• Consult on research best practices, study planning, methods, and converting feedback into insight
• Partner with design managers, designers, and PMs to integrate customer evidence into product decisions
• Own the research tool stack, including Dovetail, Maze, and Rally, plus vendor relationships, budget, and build-versus-buy decisions
• Build AI-enabled workflows for customer conversation preparation and feedback synthesis
• Pilot rolling research programs and customer events such as research dinners
• Manage and coach one direct report while remaining hands-on

Requirements:

• 8+ years of hands-on research operations experience
• Track record of building or scaling a research operations program with measurable impact
• 1–2 years of people management experience
• Thought leadership in research operations
• Ability to thrive in ambiguity where the discipline isn't fully figured out
• Excellent coaching ability for non-researchers
• Daily use of AI and curiosity about practical applications
• Clear communication with practitioners and senior stakeholders
• Qualitative research experience (nice to have)
• Quantitative fluency (nice to have)
• Familiarity with fintech (nice to have)

Benefits:

• Equity (stock options/RSUs)
• Benefits
• Competitive total rewards package
• Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs