• Provide timely, high-quality support to MoonPay customers and partners across multiple channels such as email and Slack. • Investigate customer issues, identify root causes, and resolve problems while ensuring a smooth and professional customer experience. • Meet performance KPIs including CSAT, QA scores, and productivity targets. • Accurately document customer interactions and case details within support tools and CRM systems. • Collaborate with internal teams to resolve escalations and operational issues impacting customers. • Identify recurring customer issues and share insights that help improve support workflows, documentation, and the overall customer experience.

• Identify and act on opportunities to automate work, improve processes, and reduce costs • Lead small, time‑limited projects or support key components of larger initiatives • Partner with business consultants, SMEs, and IT teams to define system requirements and develop solutions • Resolve non‑routine and escalated issues • Improve operational efficiency, service quality, and long‑term sustainability across Claim functions • Review and approve technology designs, testing plans, and acceptance criteria • Partner with operations leaders and change management teams to support successful implementation • Provide clear status updates and reporting to leaders and stakeholders • Develop post‑implementation monitoring to measure results and impact • Use sound judgment and creativity to plan and deliver improvements • Maintain strong working relationships with business SMEs and IT partners • Ensure project plans are documented, approved, and executed on time and within scope • Coordinate and facilitate working sessions to ensure proper SME involvement • Serve as a Business Project Lead Analyst on the Claim System Health & Improvement team

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re seeking a Director of Operations Strategy to lead inventory strategy, category expansion, and operational planning across the business. This role sits at the center of Finance, Product, and Operations, ensuring the company invests in the right inventory, manages risk effectively, and expands into new categories with discipline and speed. The ideal candidate is highly analytical, strategic, and comfortable translating data and market signals into clear buying, capital, and operational decisions. - Own the overall inventory strategy across Courtyard’s categories, balancing liquidity, velocity, margin, and customer experience while guiding buying decisions across categories and price tiers. - Partner with Finance and executive leadership to set inventory budgets, category-level buying targets, and risk parameters tied to capital allocation and marketplace demand. - Build and maintain forecasting models that inform buying strategy, inventory exposure, and redemption behavior, continuously refining them using marketplace data and post-buy performance. - Monitor inventory health across aging, redemption exposure, liquidity, and price-band coverage, surfacing risks and recommending corrective actions. - Lead the strategic evaluation and prioritization of new categories and vertical expansion opportunities, including pilots, feasibility assessments, and scaling plans. - Develop decision frameworks that enable fast, disciplined tradeoffs across buying strategy, inventory exposure, and capital risk. - Define and oversee liquidation and de-risking strategies, partnering with Finance and Operations to ensure efficient execution and incorporating insights into future buying strategy. - Serve as a central connector across Inventory, Finance, Product, Operations, and GTM to align planning, supply strategy, and marketplace initiatives. - Partner with Finance on Operations budgeting and financial planning, translating category and inventory strategy into cost assumptions, forecasts, and investment priorities. - Provide executive-level reporting and insights on inventory performance, category growth, capital exposure, and strategic opportunities. - Mentor and support team members while helping design the structure, processes, and tooling needed to scale the inventory strategy function over time. Qualifications - 8+ years of experience in operations strategy, marketplace operations, supply chain, or analytics roles. - Experience developing inventory strategy, forecasting models, and data-driven decision frameworks. - Proven ability to partner with Finance on capital allocation, budgeting, and risk management. - Experience launching or expanding product categories, marketplaces, or new business lines. - Strong analytical skills with the ability to translate data into clear strategic recommendations. - Track record of leading cross-functional initiatives across Product, Operations, and Finance. - Experience managing inventory health metrics (liquidity, velocity, aging, margin). - Strong communication skills with experience presenting insights to senior leadership. - Comfortable operating as a hands-on strategic leader while helping scale the team. Benefits - A dynamic and engaging environment focused on fostering real growth and innovation. - Opportunities to create amazing products that our customers truly love and value. - Comprehensive health insurance packages with dependent coverage. - Competitive salary with ample opportunities for career advancement and development. - Enjoy the flexibility of a fully remote work environment. - 401(k) plan with a 4% employer match to help you plan for the future. - $100 monthly dogfooding stipend to support trying out our products firsthand. - Access to employee wellness programs designed to support your overall well-being.

• Identify opportunities and define strategies for efficiencies in work processes • Participate in team problem solving efforts • Conduct relevant research and create reports • Assess restructuring operating models and organizational structures • Assist in proposal development