Technical Operations Manager

November 12

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+1 more states

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $168.9k - $211.1k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 Technical Program Manager

🦅 H1B Visa Sponsor

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Mercury

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Fintech • Finance • SaaS

Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

📋 Description

• Lead and grow the Technical Ops team; own the domain from intraday management to long term planning • Define and maintain actionable metrics, dashboards, and SLAs to drive performance and accountability • Architect, configure, and manage the lifecycle of core systems (e.g. Zendesk, internal tools), including change control, QA, and rollback strategies • Stay ahead of industry trends to evolve tooling and operational processes - continuously seek improvements in efficiency and scale • Detect and remediate system weaknesses and single points of failure; lead incident response, post-mortems, and escalation practices • Oversee sprint planning and execution for Ops initiatives & tasks; manage the backlog, dependencies, prioritization, and cross-functional coordination • Ensure documentation, runbooks, and internal processes are up to date • Act as the key interface between Technical Ops and internal or external stakeholders, sharing status, risks, and roadmap • Lead onboarding of new products or partners from a tooling and operations perspective • Champion automation, observability, and infrastructure-as-code practices; establish standards, templates, and processes to scale efficiently • Thinks critically about AI and tooling - balancing innovation with practicality, keeping people at the center

🎯 Requirements

• 7+ years of experience in a technical operations, systems, or tooling engineering role (or adjacent) • 5+ years of hands-on people management (ideally leading technical roles/teams) • Deep expertise with Zendesk configuration and administration • Strong technical literacy (APIs, integrations, cloud services, data pipelines, internal tooling) • Demonstrated experience managing sprints, backlogs, and coordinating cross-team delivery • Experience with incident management, root cause analysis, and reliability engineering concepts • Excellent communication skills, able to translate technical complexity to non-technical audiences • Vendor / third-party management experience • Strong problem-solving mindset, bias for action, and proven track record of scaling systems and teams • Brings fresh, creative thinking to complex operational challenges; likes reimagining old systems and charting new paths

🏖️ Benefits

• base salary • equity (stock options)