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New YorkThis role will be hybrid, and will require you to spend some portion of your time in our office in one of these locations.
As the Director/Sr Director of Trust & Safety, reporting directly to the SVP of Operations, you will champion platform integrity across the entire MoonPay suite of products and services. You will partner closely with Product, Engineering, Data, Payments, and Compliance to execute a collective strategy aimed at keeping our customers safe. In this role, you will lead multiple global teams; while technical deployment sits with P&E, you provide the strategic direction and policy logic required to protect our users and the business, 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.
Lead operational teams across:
Fraud Operations: Successfully lead, manage, and scale the team to deliver high-quality fraud reviews and real-time risk mitigation across all typologies.
Fraud Investigations: Lead the company-wide response to complex fraud rings and high-stakes threats, ensuring deep-dive analysis is converted into proactive platform defense.
Dispute Operations: Manage the end-to-end dispute lifecycle to maximize recovery and ensure strict adherence to global card network and banking scheme compliance thresholds.
Brand Risk: Protect MoonPay’s reputation by monitoring and mitigating threats from scam associations, platform abuse, and high-visibility fraud vectors.
Incident Management: Direct company-wide responses to fraud attacks and high-priority incidents, coordinating across multi-functional teams to ensure rapid containment and resolution.
Strategic Team Partnership: Act as a core partner to the Product, Engineering, Compliance, Data, and Payments teams to embed "Safety by Design" into the product development lifecycle and ensure technical roadmaps reflect the stakes of platform integrity.
Steer AI-First Strategy: Leverage AI and machine learning to improve every stage of the fraud lifecycle—from predictive detection to using LLMs for automated investigative support and decision-making.
Establish Automated Containment: Define the 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 the 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.
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.
You are a directional leader who scales safety through technology and disciplined partner management. You understand how to leverage AI to improve precision and speed, and you take relentless ownership of platform outcomes across a diverse product suite.
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.