Delivery Manager - Trust & Safety & Mystery Shopping (Visa / Mastercard / Amex / Discover Programs)

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

Master’s in Business, Compliance, or related field strongly preferred.

Desired Attributes

Success Metrics

Additional Cybersecurity & Ethical Hacking Experience