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.