Work pattern: This role is remote until we have an office set up in Bengaluru. This role requires weekend and shift work, depending on business needs.
About the Opportunity
MoonPay is seeking a Manager, KYC Operations to lead the team responsible for customer onboarding, enhanced due diligence (EDD), and ongoing compliance review for customers across MoonPay and its subsidiaries. This is a strategic leadership role at the center of a company-wide KYC program, not just running a queue. You will own the operational foundation of KYC while actively shaping its direction: partnering with Product to drive tooling and automation, working closely with Compliance to translate policy into scalable workflows, and ensuring customer onboarding and lifecycle reviews are best-in-class experiences.
You'll manage a team of KYC Analysts and serve as a key escalation point and domain authority for KYC across the organization - including as a direct contributor to team leadership and company executive discussions. This is the right role for a KYC leader who wants meaningful strategic scope, cross-functional influence, and the opportunity to build scalable compliance operations in a fast-growing crypto business.
What You Will Do
Manage, develop, and hire (as needed) a team of KYC Operations Analysts, fostering high performance and operational rigor.
Set individual and team KPIs; provide regular reporting and insights on the health of KYC Operations.
Oversee the end-to-end KYC review process across all MoonPay products, ensuring quality, consistency, and compliance with regulatory requirements and internal policies.
Own QA frameworks for the KYC team; monitor output quality and implement corrective actions where needed.
Own and continuously improve KYC operational workflows, procedures, and documentation while translating compliance policy into clear, scalable operational processes.
Identify and propose improvements to tooling, workflows, and automation, partnering with Product and senior stakeholders to scope, prioritize, and implement changes that reduce handling time and improve the customer onboarding experience.
Drive strategic alignment across Compliance, Legal, Product, and Operations, actively influencing decisions on customer due diligence requirements, risk controls, and future-state onboarding experiences.
Act as the operational domain authority on KYC for the team and adjacent functions - the go-to person for process questions, customer escalations, and operational guidance.
Manage day-to-day operations with identity vendors, partnering with Product and Compliance on vendor KPI performance, workflow logic, change management & ongoing feedback.
About You
You are the right fit if you are an experienced KYC operator who thinks and acts like a strategic leader. You don't just run the team - you set the direction, earn trust with cross-functional stakeholders, and push for a better customer experience while maintaining strong compliance standards. You bring deep domain knowledge, strong instincts for process improvement, and the communication skills to operate confidently across Compliance, Product, Legal, and senior leadership.
Must-have experience and skills
Demonstrated experience managing or leading an operational team, with a track record of driving team performance.
5+ years of experience in KYC, AML, or financial crime operations within crypto, fintech, payments, or financial services.
Deep expertise in customer due diligence (CDD), enhanced due diligence (EDD), sanctions and PEP screening, customer risk assessments, and ongoing monitoring.
Strong process design skills - able to translate complex compliance requirements into clear, scalable operational workflows.
Data-driven decision-making; comfortable setting KPIs, analyzing performance trends, and using data to prioritize improvements.
Clear, direct written and verbal communication; able to engage effectively with senior stakeholders, external partners, and front-line analysts alike.
Experience working cross-functionally with Compliance, Legal, Product, and Engineering teams.
Nice-to-have experience
Familiarity with crypto, stablecoin, and Web3 business models and the regulatory landscape they operate in.
Experience working with compliance tooling or case management systems in a KYC/AML context.
Prior exposure to working alongside BPO teams or in a multi-vendor operational environment.
Bonus Points
Experience supporting or leading an ops function through a period of significant scale, tooling migration, or regulatory uplift.
