Delivery Manager – Trust

The SDM(Service Delivery Manager) will oversee all Trust & Safety and Mystery / Secret Shopping programs to ensure compliance for payment card brands including Visa, MasterCard, American Express, and Discover.

Responsibilities span across high-risk categories such as Gambling, Pharma, Adult Content, Intellectual Property (IP) Infringement, Scams, and other high-risk merchant categories, specifically within frameworks such as Visa Integrity Risk Program (VIRP), MasterCard’s Business Risk Assessment and Mitigation (BRAM), and Amex/Discover High Brand Risk (HBR) programs.

This is a high-impact leadership role requiring strategic vision, cross-functional collaboration, and in-depth knowledge of compliance frameworks including Anti-Money Laundering (AML), financial crime prevention, fraud, pharmaceutical regulatory compliance, and trust & safety standards for online content. The Senior Director will also oversee large teams across Trust & Safety and Mystery / Secret Shopping operations to ensure secure, scalable, and compliant processes across the global payments ecosystem.

Key Responsibilities

• Oversee Trust & Safety and Mystery / Secret Shopping operations for Gambling, Pharma, Adult Content, IP Infringement, Scams, and other high-risk categories.
• Ensure compliance with Visa VIRP, MasterCard BRAM, and Amex/Discover HBR programs for high-risk merchants.
• Lead cross-functional collaboration with compliance, legal, InfoSec, and fraud teams to align operations with payment ecosystem requirements.
• Integrate AML, financial crime prevention, and fraud risk frameworks into daily operations and testing programs.
• Provide oversight of Ethical Hacking and Penetration Testing activities to secure mystery shopping environments and data handling systems.
• Supervise Directors, Sr. Managers, Infra Engineers, and consultants to ensure high-quality execution across domains.
• Establish policies, procedures, and reporting standards aligned with card network compliance frameworks.
• Develop risk dashboards and remediation programs in response to regulatory or card brand inquiries.
• Act as senior escalation point for high-risk compliance breaches or card scheme violations.
• Champion scalability, automation, and innovation in testing and compliance operations.

Qualifications

• Bachelor’s degree required; Master’s in Business, Compliance, or related field strongly preferred.
• 12–15 years of progressive experience in compliance, trust & safety, payments, or financial services risk management.
• Deep knowledge of Visa VIRP, MasterCard BRAM, Amex/Discover HBR, and high-risk merchant compliance programs.
• Proven track record in AML, financial crime prevention, fraud detection, and regulatory risk management.
• Experience in regulated industries including gambling, pharma, and online safety.
• Ability to manage large-scale global operations with distributed teams.
• Familiarity with ethical hacking, penetration testing, and cybersecurity practices in compliance contexts.
• Exceptional stakeholder management skills with regulators, card networks, and executive leadership.

Desired Attributes

• High ethical standards and integrity in decision-making.
• Analytical and data-driven, with ability to translate complex compliance frameworks into actionable operations.
• Resilient leader comfortable managing ambiguity and high-risk scenarios.
• Visionary approach to building scalable compliance and trust & safety operations.

Success Metrics

• Full compliance with Visa VIRP, MasterCard BRAM, and Amex/Discover HBR requirements.
• Zero tolerance findings in audits and card brand investigations.
• Reduction in fraud, AML, and high-risk merchant escalations.
• Effective remediation programs for identified vulnerabilities or compliance gaps.
• High employee engagement, retention, and team capability building across Trust & Safety and Mystery Shopping.

Additional Cybersecurity & Ethical Hacking Experience

• Experience managing comprehensive penetration testing and vulnerability assessments on networks, applications, and digital assets to identify security weaknesses.
• Proven ability to develop and execute test plans, methodologies, and attack scenarios that mimic real-world attacker tactics.
• Hands-on experience performing social engineering tests and security audits to uncover weaknesses related to human behavior and compliance.
• Strong background in documenting findings, risks, and recommendations in reports tailored for both technical and non-technical stakeholders.
• Track record of collaborating with engineering and IT teams to implement remediation strategies and strengthen enterprise security posture.
• Staying current with emerging security threats, attack techniques, and industry trends to ensure proactive defense strategies.
• Participation in red teaming exercises to assess and improve the overall security posture of the organization.