About The Company

Use MoonPay everywhere

We’re available on hundreds of apps and websites, creating the easiest buying experience for crypto or NFTs. Think of us as the express checkout for the crypto world.

Job Short Description

Job Description

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