MoonPay Careers

MoonPay is a global team imagining and building the products and culture of tomorrow.

We’re driven by our deep belief that blockchain technology will become the status quo, so we commit all our talent to creating the best web3 experiences for everyone, everywhere.

We rely on our open and inclusive culture to foster speed, innovation and responsibility. Our diverse team is an ongoing inspiration for easy, effective and accessible products.

Join our mission to onboard the world into web3 and empower millions to own, create and share digital assets freely.

We are seeking a VP of Operations to help drive our business through the next stage of growth. This is a critical, strategic role within the company, and will report directly to the COO. This person must have the ability to strategically build, guide, and strengthen the Operations function. We’re also looking for someone who is able to challenge effectively, and demonstrates a holistic, global, and strategic way of thinking.

The Role:

• Build internal growth strategies and drive process improvements and roadmaps to scale up functions: Customer Operations, Payments, Anti-Fraud Operations, IT and Security.
• Build strategies and optimize processes to increase customer retention, recurring purchases, improving SLAs
• Identify customer challenges/blockers and utilize mechanisms to remove friction
• Identify, influence and align stakeholders on customer priorities
• Ensures day-to-day business is performed at highest standards, stakeholder expectations are met, and potential issues are identified quickly, resolved, or escalated properly.
• Work with various stakeholders to understand business challenges, gather business requirements, and lead the design and implementation of solutions. Drive product selection and development where needed.
• Monitor performance KPIs measuring the business impact, user adoption, and revenue.
• Promote a corporate-wide culture of process standards, best practices, standardization, and integration.
• Provide coaching, development, succession, recruitment, resource management, team leadership, and input into performance and development plans.

Qualifications:

• Masters degree or equivalent work experience in Business Management, Finance, or Engineering
• At least 7 years of experience running and scaling Operations and leading customer success functions in high-growth startups.
• International work experience is a must
• Multilingual preferred
• A track record of building and driving the Operations team from the ground up, with a strong strategic vision for the ideal customer experience.
• A data-driven decision-maker with exceptional business acumen and excellent communication and presentation skills.
• Experience working with a variety of different customer profiles, including legal, engineering, fraud, security, privacy, and risk.
• Highly strategic thinker with exceptional analytical ability, superb judgment, and strong operational mindset.