Head of Trust & Safety (copy)

MoonPay • New York, NY

1d • Hybrid

About The Position

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.

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.

Responsibilities

• 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.

Benefits

• Competitive salary package
• Equity package: We believe financial freedom starts with our employees, so all employees have ownership at MoonPay
• Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards
• Moonshot award. We honor exceptional impact - 10 employees twice a year, each earning a $250,000 equity grant.
• Unlimited holidays: We give you the autonomy to choose when to work (and when to switch off)
• Hybrid working schedule: Work fully remotely or your nearest Moonbase, the choice is yours
• Private Healthcare benefits: To protect you and your loved ones
• Enhanced parental leave: So you can spend more time with your loved ones without a second thought
• Annual training budget: We support your training journey every step of the way
• Home office setup allowance: Create the home office of your dreams
• Remote working allowance: Those working fully remotely get a little extra for utilities
• Monthly budget to spend on our products and zero fee crypto transactions: Cultivate your inner DEGEN
• Employee referral programme: Great people know great people, refer them to receive 10K in USDC
• Regular remote company offsites: Meet your colleagues regularly for high impact in person sessions and hackathons
• Working in a disruptive and fast-growing company where excellence is rewarded

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees