Affirm
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
Senior Director, Operations
will lead the global Operations team, reporting directly to the Head of Technical Programs & Operations. The pivotal leadership role includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars. The scope includes all aspects of customer and merchant servicing, fraud operations, vendor management, strategic workforce management, robust training programs, rigorous quality assurance, continuous process improvement, knowledge management systems, and operations risk governance across all operational activities. The function is composed of 10 focus areas with nearly 200 Affirms and a vendor network with more than 4,000 agents.
The senior director is accountable for adherence to established SLAs and continuously optimizing operational outcomes to deliver exceptional customer experiences. Concurrently, this role demands a keen eye for maximizing growth opportunities and diligently managing operational costs to ensure efficiency and profitability.
On a day‑to‑day basis, the leader must ensure accurate monitoring of operations and drive rapid remediation when performance deviates from expectations set by the team. The role involves developing the strategic roadmap for the team’s scope of responsibility, setting expectations for the servicing of our products, and working with cross‑functional partners to incorporate those expectations into our overall business strategy and deliver company‑wide results. To optimize impact, the leader must utilize proven experience in successfully leading and scaling teams within a dynamic, fast‑paced, and cross‑functional operational environment.
The ideal candidate is an analytical, hands‑on, detail‑steeped, collaborative, business‑minded, culture‑building leader. Exceptional collaboration skills are paramount, as this role requires extensive cross‑functional partnership with Product, Engineering, Analytics, Finance, Legal, and Compliance teams. The leader must genuinely care about the details and outcomes, be agile and adaptable, and re‑evaluate prior decisions as new information becomes available in our fast‑paced environment.
To learn more about our cultural DNA, we recommend our CEO’s reflections on building a meritocracy.
What You’ll Do
Define strategic roadmap, set expectations for the servicing of our products, and incorporate into business strategy and organization‑wide OKRs.
Enable accurate performance monitoring with appropriate alerting and rapid remediation when performance deviates from organizational goals.
Drive business growth by enabling tools and services that allow for more effective and efficient servicing of consumers and merchants.
Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
Collaborate with many cross‑functional stakeholders including:
Engineering & Analytics in the development, deployment, and operation of our products, services, and tooling.
Product, Finance & Analytics to directly influence product strategy and roadmaps, reinforce an analytical and data‑driven culture, and drive development of our company‑wide OKRs and budget as part of planning.
Legal & Compliance to identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring regulatory and compliance adherence.
Develop a high‑performing team by defining talent needs, building a diverse team, and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in solving problems together.
Systematically handle all aspects of servicing and fraud operations for consumers and merchants.
What We Look For
At least 15+ years of customer and merchant servicing, fraud operations, and strategic workforce management experience, preferably at B2B2C companies in a complex operational environment.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to consistently develop a comprehensive strategy.
Led a team of 100+ operational individuals with proven experience scaling and building teams.
Morally aligned with our vision and mission.
Extremely data‑oriented and analytical.
Strategic and dynamic mindset to drive strategy.
Results driven, forward‑thinking mindset with ability to problem‑solve complex issues.
Thrives in a fast‑paced and innovative environment.
Experience in high‑growth, technology‑driven companies, with financial services or regulated industries preferred.
Pay Grade: U Equity Grade: 15 Employees new to Affirms typically come in at the start of the pay range. Affirms focuses on providing a simple and transparent pay structure based on location, experience, and job‑related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness, and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). USA base pay range (CA, WA, NY, NJ, CT) per year: $285,000 - 355,000 USA base pay range (all other U.S. states) per year: $253,000 - 323,000
Affirm is proud to be a remote‑first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirms in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirms office. A limited number of roles remain office‑based due to the nature of their job responsibilities.
Benefits
Health care coverage – Affirms covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares of Affirms at a discount.
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirms will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirms Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
#J-18808-Ljbffr
Senior Director, Operations
will lead the global Operations team, reporting directly to the Head of Technical Programs & Operations. The pivotal leadership role includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars. The scope includes all aspects of customer and merchant servicing, fraud operations, vendor management, strategic workforce management, robust training programs, rigorous quality assurance, continuous process improvement, knowledge management systems, and operations risk governance across all operational activities. The function is composed of 10 focus areas with nearly 200 Affirms and a vendor network with more than 4,000 agents.
The senior director is accountable for adherence to established SLAs and continuously optimizing operational outcomes to deliver exceptional customer experiences. Concurrently, this role demands a keen eye for maximizing growth opportunities and diligently managing operational costs to ensure efficiency and profitability.
On a day‑to‑day basis, the leader must ensure accurate monitoring of operations and drive rapid remediation when performance deviates from expectations set by the team. The role involves developing the strategic roadmap for the team’s scope of responsibility, setting expectations for the servicing of our products, and working with cross‑functional partners to incorporate those expectations into our overall business strategy and deliver company‑wide results. To optimize impact, the leader must utilize proven experience in successfully leading and scaling teams within a dynamic, fast‑paced, and cross‑functional operational environment.
The ideal candidate is an analytical, hands‑on, detail‑steeped, collaborative, business‑minded, culture‑building leader. Exceptional collaboration skills are paramount, as this role requires extensive cross‑functional partnership with Product, Engineering, Analytics, Finance, Legal, and Compliance teams. The leader must genuinely care about the details and outcomes, be agile and adaptable, and re‑evaluate prior decisions as new information becomes available in our fast‑paced environment.
To learn more about our cultural DNA, we recommend our CEO’s reflections on building a meritocracy.
What You’ll Do
Define strategic roadmap, set expectations for the servicing of our products, and incorporate into business strategy and organization‑wide OKRs.
Enable accurate performance monitoring with appropriate alerting and rapid remediation when performance deviates from organizational goals.
Drive business growth by enabling tools and services that allow for more effective and efficient servicing of consumers and merchants.
Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
Collaborate with many cross‑functional stakeholders including:
Engineering & Analytics in the development, deployment, and operation of our products, services, and tooling.
Product, Finance & Analytics to directly influence product strategy and roadmaps, reinforce an analytical and data‑driven culture, and drive development of our company‑wide OKRs and budget as part of planning.
Legal & Compliance to identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring regulatory and compliance adherence.
Develop a high‑performing team by defining talent needs, building a diverse team, and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in solving problems together.
Systematically handle all aspects of servicing and fraud operations for consumers and merchants.
What We Look For
At least 15+ years of customer and merchant servicing, fraud operations, and strategic workforce management experience, preferably at B2B2C companies in a complex operational environment.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to consistently develop a comprehensive strategy.
Led a team of 100+ operational individuals with proven experience scaling and building teams.
Morally aligned with our vision and mission.
Extremely data‑oriented and analytical.
Strategic and dynamic mindset to drive strategy.
Results driven, forward‑thinking mindset with ability to problem‑solve complex issues.
Thrives in a fast‑paced and innovative environment.
Experience in high‑growth, technology‑driven companies, with financial services or regulated industries preferred.
Pay Grade: U Equity Grade: 15 Employees new to Affirms typically come in at the start of the pay range. Affirms focuses on providing a simple and transparent pay structure based on location, experience, and job‑related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness, and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). USA base pay range (CA, WA, NY, NJ, CT) per year: $285,000 - 355,000 USA base pay range (all other U.S. states) per year: $253,000 - 323,000
Affirm is proud to be a remote‑first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirms in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirms office. A limited number of roles remain office‑based due to the nature of their job responsibilities.
Benefits
Health care coverage – Affirms covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares of Affirms at a discount.
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirms will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirms Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
#J-18808-Ljbffr