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

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.