Senior Manager, Operational Excellence at MoonPay - Apr 24

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Senior Manager, Operational Excellence


MoonPay Jobs · US - Remote · Client Services & Strategy
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Job Overview

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 💪

More Jobs at MoonPay


MoonPay Overview

MoonPay is a pioneering force in the digital landscape, driven by a vision to democratize digital ownership. Our team comprises forward-thinking architects, inventors, artists, and innovators dedicated to unlocking the potential of Web3. By enabling individuals to take ownership and control of their digital identity, data, property, and currency, we are empowering a new era of digital ownership for all. As the world's leading Web3 infrastructure company, MoonPay provides comprehensive solutions for payments, smart contract development at scale, and digital asset management. Our clients include some of the world's most recognizable brands, who rely on MoonPay to actualize their Web3 objectives and ambitions.

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