Senior Technical Program Manager, Ops Technology

About MoonPay 🌖💸

Hi, we’re MoonPay. We’re here to onboard the world to Web3.

Why? Because we think Web3 is a unique and democratising technology. It gives people back control of their money, digital identity, data, and property like nothing else before it.

What we do

We’re the leading infrastructure company in Web3. This means we offer our partners everything from payment solutions (we call them 'Ramps') to minting software for digital collectibles, like NFTs. And over 20 million people around the world now trust our products — just take a look on Trustpilot.

We’re also big on collaborations. And we've worked on stunts, drops, and partnerships with some of the world's most prestigious and forward-thinking brands.

But that’s not all. We have also built our own consumer app because we wanted to see if we could build a better Web3 account. It’s taken off in a big way, and we're working hard to continually improve it and to strive for perfection.

So whatever your background, we’re sure there’s something for you here. Come help us build the future of Web3 and digital ownership.

About the Opportunity ✍️

In this role, you will be joining the Product Operations team. Our team works directly with product management, engineering, and policy teams on the company’s top priority initiatives. Product Operations is responsible for building strong connections with user-facing teams (e.g. customer experience, partnership), ensuring a tight product feedback loop, and coordinating high quality launches. The team is deeply rooted in customer empathy using MoonPay products and leverages data insights to help set strategy and direction.

What you will do

* Drive top company priorities from inception to launch in partnership with Product, Engineering, Operations, Legal, Compliance and others.

* Own the internal tooling strategy for Operations, which includes internal engineering charter and external SaaS tools (e.g. Amazon Connect)

* Develop, implement, and iterate on program management techniques, frameworks, and KPIs to achieve goals with well defined success measurements.

* Drive major improvements to how the teams you work with communicate and operate to significantly increase the productivity and efficiency of the teams.

* Provide hands-on program management during analysis, design, development, testing, implementation, and post implementation phases. 

* Define and create high quality written proposals, communications and documentation.

* Leverage data and acquired knowledge to drive strategic decisions across senior leadership.

* Deep knowledge on developing tools to help scale complex operational challenges. Ability to analyze complex support flows and provide recommendations for process, policy and product improvements

* Operating autonomously across multiple teams, demonstrating creativity, being detail-oriented, and delivering results in a highly organized manner

* Build partnerships, design feedback loops, and create coordination points with regional go-to-market and product teams

About You

The right candidate for this role is enthusiastic about creating stellar customer experiences and building a world class team. You are detail oriented, with a desire to continuously improve operational processes. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organization. You are passionate about streamlining complex programs, mentoring high performers and enjoy being a culture carrier for your organization. 

What you will need…

* Proven experience owning the Ops Technology strategy that includes building seamless and high efficacy internal tools for front-line agents to support customers and deep integrations across our external SaaS tooling stack (Amazon Connect)

* Skills to analyze complex support flows, leverage data for strategic decisions, and provide recommendations for process, policy, and product improvements.

* Ability to build partnerships, design feedback loops, and effectively communicate across multiple teams (Product, Engineering, Operations, Legal, etc.).

* Ability to define and create high-quality written proposals, communications, and documentation.

Most importantly, though, you will embody the core principles that everyone here at the MoonPay lives by. Our “BLOCK Values” are at the heart of everything we do - and they are…

B - Be Hungry

L - Level Up

O - Own It

C - Crypto Curious

K - Kaizen

MoonPay Perks

Equity package 📈

Unlimited holidays 🏝

Paid parental leave 🍼

Annual training budget 💻

Home office setup allowance 🪑

Monthly budget to spend on our products 💰

Working in a disruptive and fast-growing industry where the possibilities are endless 🚀

Freedom, autonomy and responsibility 💪

Research has shown that women are less likely than men to apply for this role if they do not have 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 that you are only a 75% match. Skills can be learnt, diversity cannot.

Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance. 

Commitment To Diversity

At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.

MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.

Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart! If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us.