We are MoonPay. Architects of the future, inventors, artists, and authors of innovation.

Our vision? To unlock digital ownership for everyone. We are onboarding the world to web3, where people can own and control their digital identity, data, property, and money.

MoonPay is the world’s leading web3 infrastructure company. We provide end-to-end solutions for payments, enterprise-scale smart contract development, and digital asset management. Many of the world's most iconic brands rely on MoonPay to power their web3 strategies and ideas.

Now boarding the next generation of leaders. Come help us build what's next.

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 💪

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in MoonPay’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Please reach out to our support team via our help center.