MoonPay is dedicated to onboarding the world to the decentralized economy by making digital money transactions as universal and effortless as the internet. We believe that crypto, stablecoins, and blockchain are tools for global financial empowerment, offering individuals and businesses more control over their finances and digital assets. MoonPay provides a unified payments platform for digital currency, simplifying the process of buying, selling, swapping, and paying in digital currencies. Our end-to-end platform encompasses compliance, identity checks, fraud prevention, and settlement. Trusted by over 30 million customers and 500+ ecosystem partners, MoonPay's secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. We are fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, prioritizing trust and compliance. With a rapidly growing consumer app, we are committed to building a fairer, more open financial system and invite those passionate about financial freedom to join us in shaping the future of payments and the decentralized economy.

About the Position

Introduction

MoonPay is seeking a highly experienced and strategic Director/Sr. Director of Trust & Safety to champion platform integrity across its entire suite of products and services. Reporting directly to the SVP of Operations, this role is pivotal in ensuring the safety of our customers and the business through close collaboration with Product, Engineering, Data, Payments, and Compliance teams. You will lead multiple global teams, providing strategic direction and policy logic, with a strong focus on leveraging AI to drive operational excellence.

This is a directional leadership role focused on steering the organization toward AI-enhanced efficiency. You will manage a global, multi-tiered workforce and a complex partner network, ensuring MoonPay maintains its 'Green' status with banking partners and card networks through a unified approach to all fraud typologies.

Responsibilities

Lead Operational Teams: Successfully lead, manage, and scale teams across Fraud Operations, Fraud Investigations, Dispute Operations, Brand Risk, and Incident Management.
Strategic Team Partnership: Act as a core partner to Product, Engineering, Compliance, Data, and Payments teams to embed 'Safety by Design' into the product development lifecycle and ensure technical roadmaps reflect platform integrity.
Steer AI-First Strategy: Leverage AI and machine learning to improve all stages of the fraud lifecycle, from predictive detection to automated investigative support using LLMs.
Establish Automated Containment: Define requirements for AI-driven risk-engine logic that triggers automated "kill-switches" and dynamic limits to contain threats in sub-second intervals.
Direct Policies, Rules & Operational Excellence: Create and scale high-velocity rule sets for Identity (KYC), Authentication (ATO), and Payment movement, establishing standards that bridge high-level policy with global execution.
Optimize Operational Health (Ops P&L): Manage the unit economics of safety by tracking and optimizing cost-per-decision across the vendor and workforce stack, balancing tool costs against unrecovered fraud losses.
Manage the MoonPay Fraud Partner Program: Manage fraud risk across our global partner ecosystem and support a collaborative fraud intelligence network to protect the broader Web3 space.
Steer Managed Services (BPO): Direct external service providers to scale execution work, ensuring rigorous quality calibration and optimized unit economics across all remote teams.

Key Success Metrics

Your performance in this role will be directly measured by:

Financial Performance: Optimize the net cost of fraud relative to total processing volume.
Network & Rail Viability: Maintain industry-leading chargeback ratios and 'Green' status across all payment networks and banking partners.
Detection & Containment Velocity: Minimize the time to detect (MTTD) and resolution times to contain emerging fraud waves through automated logic.
Operational Alignment: Maintain a tight performance gap across all operational teams and managed services providers.
Partner ROI: Drive maximum value and signal accuracy from the third-party fraud technology stack and global partner network.

Requirements

Leadership Experience: Proven track record of leading Trust & Safety or Fraud functions in high-growth fintech or crypto companies.
Scaling & BPO Mastery: Extensive experience managing multi-tiered teams and scaling operations via external Managed Service Providers.
Partner Program Management: Experience managing fraud across B2B partners and participating in global fraud intelligence networks.
Strategic AI Leverage: Demonstrated ability to use AI/ML insights to improve operational performance and automate complex workflows.
Cross-Functional Collaboration: Experience working as a primary stakeholder alongside Product, Engineering, Data, Payments, and Compliance teams.
Domain Expertise: Strong understanding of identity verification, payment risk (ACH, Card, Open Banking), and blockchain forensics.

Benefits

Competitive salary and equity package.
Pay-for-performance equity bonus for outsized outcomes.
Moonshot Award: Recognizes exceptional impact with $250,000 equity grants to 10 employees twice a year.
Unlimited holidays, providing autonomy to manage your time off.
Hybrid working schedule with options for remote work or working from a Moonbase office.
Private Healthcare benefits.
Enhanced parental leave.
Annual training budget for professional development.
Home office setup allowance.
Remote working allowance for fully remote employees.
Monthly budget for MoonPay products and zero-fee crypto transactions.
Employee referral program: Refer great talent and receive 10K in USDC.
Regular remote company offsites for in-person collaboration and hackathons.
Opportunity to work in a disruptive and fast-growing company where excellence is rewarded.