Ongoing Due Diligence Manager

Position Overview

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We’re looking to hire an Ongoing Due Diligence Manager to lead a first line operational team responsible for working across multiple customer-facing compliance queues. Balancing regulatory compliance with delivering a magical customer experience is the name of the game for this team.

As the Ongoing Due Diligence Manager, you will oversee multiple Enhanced Due Diligence (EDD) queues managed by both internal and external teams. Your responsibilities will include setting and maintaining key performance indicators (KPIs), updating operational procedures, providing guidance on complex customer risk assessments, and managing customer escalations. You’ll serve as the connective tissue between operations, risk, and product—ensuring that we uphold our compliance obligations while helping customers feel confident and supported.

You’ll also play a key role in building and refining the tools, systems, and processes that power our compliance function. This means working closely with engineers, designers, product managers, and customer support to scale our operations and reduce unnecessary friction—without sacrificing risk coverage.

Responsibilities

• Hire, mentor, and lead a team of analysts who are experts in AML regulations, customer onboarding, and the U.S. banking system
• Set clear expectations, establish performance metrics, and continuously optimize for speed, quality, and risk accuracy
• Own the end-to-end KYC and EDD strategy—from high-level design down to process implementation and daily escalations
• Work closely with Product, Engineering, and Support to identify bugs, streamline workflows, and improve the customer experience
• Respond to escalated customer cases involving high risk geographies, unsupportability concerns, PEPs, adverse media, AML/Fraud/Sanctions referrals and other high-risk indicators
• Collaborate with our banking partners to adapt processes, clarify requirements, and advocate for user-friendly solutions
• Stay current on AML/sanctions regulations and bring that knowledge to process and policy development
• Roll up your sleeves to help with queue work when volumes are high or complex issues arise
• Champion high-quality responses and help foster a culture of genuine customer care within the team

Requirements

• 3+ years experience leading compliance or financial crime teams, ideally in a fast-paced or high-growth environment
• 2+ years of people management experience
• A strong working knowledge of AML concepts, especially KYC, CDD, EDD, and ongoing due diligence
• A customer-obsessed mindset—you believe compliance can (and should) be delivered with empathy and clarity
• Comfort working in a high-risk, high-autonomy environment where judgment matters more than checklists
• A calm, thoughtful approach to handling escalations and working through ambiguity
• Strong cross-functional collaboration skills—you can hold your own with product, design, and external banking partners
• Familiarity with common banking products and rails (ACH, wires, SWIFT, checks, debit cards)
• A love for solving complex problems and improving processes through data, systems, and creative thinking
• Exceptional written and verbal communication skills
• A willingness to dig in, stay curious, and constantly raise the bar on quality

Bonus Points For

• Experience working directly with external regulators or banking partners
• SQL or analytics skills to help inform decisions and spot trends
• Previous work on tooling or automation projects in compliance

Company Information

The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following: US