We are very proud of our values and expect all those who join us to help us proactively drive and improve our culture, aligned to these values.

• B - Be Humble
• L - Lead with Empathy
• O - Own It
• C - Communicate Clearly
• K - Kaizen

The Senior Manager for Operational Excellence will be responsible for building a new function at MoonPay with a focus on core competencies including process standardization, internal documentation, quality assurance, and clear customer communications. This is a foundational operational role and function that will unlock exponential scale across the organization. This role will report directly to the VP of Ops.

What you’ll do 👀

• Build, scale and own the Operational Excellence function, which will establish core competencies that will enable Moonpay to scale across new and existing products and customer segments
• Establish a process ownership framework to consistently standardize and map customer journeys and workflows across operational teams
• Develop a quality assurance and management system to audit internal processes and identify gaps and opportunities
• Streamline customer communications across support channels, in-product messaging and social
• Manage internal and external (eg. MoonPay Help Center) documentation and content to enable internal efficiencies and customer education
• Champion customer centricity with a focus on self service, customer issue resolution and eliminating
• Drive operational metrics including NPS, CSAT, containment rates, resolution, average handle time and more

You should apply if ✅

• You have deep experience in building operational programs with a focus on operational processes and customer communications
• You are committed to building a best in class customer experience
• You are analytically minded and technology-focused
• You are ready to roll up your sleeves and embrace the challenges!
• Nice to have: crypto native

Research has shown that women are less likely than men to apply for this role if they do not have solid experience in 100% of these areas. Please know that this list is indicative and that we would still love to hear from you even if you feel you only are a 75% match. Skills can be learnt, diversity cannot.

We promote a diverse and inclusive culture at MoonPay.

Logistics 🛠

Unfortunately, we are unable to offer visas of any kind at this time!

Our interview process takes place on Zoom and tends to consist of the following stages:

• Initial screen (30 minutes)
• Virtual Onsite interviews (2-3 30 minute interviews with MoonPayers you might be working closely with)
• Executive Interview (30 minutes)

Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance

Benefits 💰

• Competitive salary, based on experience, market data and location 💰
• Share options 📈
• Unlimited holidays 🏝
• Working in a disruptive and fast-growing industry where the possibilities are endless 🚀
• Freedom, autonomy and responsibility 💪