Research Operations Lead: Scale Insights & Programs

Mercury; New York (NY); On-site; CAD 179,000 - 224,000; Full time

Job summary

Mercury is seeking a Research Operations Lead to design and scale our research program. You will own processes, standards, and the end-to-end research panel, ensuring fast, high-quality customer insights to inform product decisions.

You will manage day-to-day operations, mentor one direct report, and partner with design and PMs to embed customer evidence from discovery through post-launch analysis. This role emphasizes AI-enabled workflows, privacy, and ethical guardrails, in a dynamic fintech

Qualifications

• Eight+ years of hands-on experience in research operations with measurable impact.
• Experience leading or scaling a program and managing at least one direct report.
• Ability to coach non-researchers and influence product, design, and marketing teams.

Responsibilities

• Define how research works across Product, Design, and Marketing.
• Own the customer research panel end to end, including recruitment.
• Manage day-to-day operations: scheduling, incentives, consent, privacy.
• Consult teams on research methods and translate feedback into insights.
• Partner with design managers to inform decisions from discovery to post-launch analysis.
• Own the research tool stack, vendor relationships, budget, and buy/build decisions.
• Build AI-enabled workflows to prepare for conversations and synthesize feedback.
• Pilot new approaches like rolling programs and customer events.
• Manage and coach one direct report and stay hands-on.

Skills

Hands-on research operations

People management

AI in daily work

Stakeholder communication

Thought leadership

Job description

Mercury is seeking a Research Operations Lead to design and scale our research program. You will own processes, standards, and the end-to-end research panel, ensuring fast, high-quality customer insights to inform product decisions.

You will manage day-to-day operations, mentor one direct report, and partner with design and PMs to embed customer evidence from discovery through post-launch analysis. This role emphasizes AI-enabled workflows, privacy, and ethical guardrails, in a dynamic fintech