Manager– Trust & Safety & Mystery Shopping Pharma (Visa / Mastercard / Amex / Discover Programs)

The Manager of Pharma Mystery / Secret Shopping is responsible for leading compliance testing programs across online pharmaceutical and healthcare platforms.

This role ensures compliance with prescription drug regulations, privacy standards, fraud prevention, and payment card brand requirements (Visa VIRP, MasterCard BRAM, Amex / Discover HBR).

The Manager will oversee mystery shopping assignments that simulate pharmacy user journeys including prescription verification, checkout processes, and patient support interactions. The position requires deep expertise in pharmaceutical compliance, healthcare regulations, and online safety.

The manager will lead a team of Senior Consultants and Analysts.

Key Responsibilities

• Design and manage pharma-focused secret shopping programs to test prescription and OTC product compliance.
• Evaluate websites for regulatory disclosures, NABP / LegitScript accreditation, and licensing validation.
• Verify compliance with HIPAA, GDPR, and other healthcare data privacy regulations.
• Conduct test transactions including both prescription and non-prescription products, verifying pharmacist consultation requirements.
• Monitor handling of controlled substances and verify prescription authenticity checks.
• Identify risks of fraud, counterfeit medications, and improper advertising practices.
• Collaborate with Legal, Compliance, and Risk teams to resolve escalated findings.
• Incorporate penetration testing or ethical hacking results into pharma-related digital platforms as needed.
• Manage and mentor Senior Consultants and Analysts, ensuring operational excellence and continuous development.
• Produce clear, evidence-based reports with regulatory impact assessments.

Qualifications

Desired Attributes

Success Metrics