We are very proud of our 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
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 💪
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