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.
We’re seeking a highly motivated, results‑oriented, and deeply experienced Senior Director of Operations to lead the global Operations team. This pivotal leadership role reports directly to the Head of Technical Programs & Operations and includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars. The scope covers 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 activities.
The Senior Director of Operations is accountable for adherence to established service level agreements (SLAs) and continuously optimizing operational outcomes to deliver exceptional customer experiences while maximizing growth opportunities and managing operational costs to ensure efficiency and profitability.
What You’ll Do
Define strategic roadmap, set expectations for the servicing of our products, and incorporate those expectations into business strategy and company‑wide OKRs.
Enable accurate performance monitoring of Affirm’s operations 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 extensively with cross‑functional stakeholders, including:
Engineering & Analytics – development, deployment, and operation of our products, services, and tooling.
Product, Finance & Analytics – direct influence on product strategy and roadmaps, reinforcement of an analytical and data‑driven culture, and contribution to company‑wide OKRs and budget as part of the planning process.
Legal & Compliance – identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring regulatory adherence.
Develop a high‑performing team by defining talent needs, building a diverse team, retaining top talent, and creating an environment where the team is empowered 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 comprehensive strategy.
Led a team of 100+ operational individuals with proven experience scaling and building teams.
Morally aligned with affirm’s vision and mission.
Extremely data‑oriented and analytical.
Strategic and dynamic mindset to drive strategy.
Results‑driven, forward‑thinking mindset with ability to 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.
Compensation Pay Grade – U Equity Grade – 15 Employees new to affirm typically come in at the start of the pay range. affirm focuses on 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
Location 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. affirmers in proximal roles have the flexibility to work remotely, but may occasionally be required to work out of an assigned affirm office. A limited number of roles remain office‑based due to the nature of their responsibilities.
Benefits
Health care coverage – affirm 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 affirm 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.
By clicking "Submit Application," you acknowledge that you have read affirm's 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.
Seniority Level Director
Employment Type Full‑time
Job Function Management and Manufacturing
Referrals increase your chances of interviewing at affirm by 2x.
Get notified about new Senior Director of Operations jobs in Nashville, TN.
#J-18808-Ljbffr
We’re seeking a highly motivated, results‑oriented, and deeply experienced Senior Director of Operations to lead the global Operations team. This pivotal leadership role reports directly to the Head of Technical Programs & Operations and includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars. The scope covers 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 activities.
The Senior Director of Operations is accountable for adherence to established service level agreements (SLAs) and continuously optimizing operational outcomes to deliver exceptional customer experiences while maximizing growth opportunities and managing operational costs to ensure efficiency and profitability.
What You’ll Do
Define strategic roadmap, set expectations for the servicing of our products, and incorporate those expectations into business strategy and company‑wide OKRs.
Enable accurate performance monitoring of Affirm’s operations 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 extensively with cross‑functional stakeholders, including:
Engineering & Analytics – development, deployment, and operation of our products, services, and tooling.
Product, Finance & Analytics – direct influence on product strategy and roadmaps, reinforcement of an analytical and data‑driven culture, and contribution to company‑wide OKRs and budget as part of the planning process.
Legal & Compliance – identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring regulatory adherence.
Develop a high‑performing team by defining talent needs, building a diverse team, retaining top talent, and creating an environment where the team is empowered 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 comprehensive strategy.
Led a team of 100+ operational individuals with proven experience scaling and building teams.
Morally aligned with affirm’s vision and mission.
Extremely data‑oriented and analytical.
Strategic and dynamic mindset to drive strategy.
Results‑driven, forward‑thinking mindset with ability to 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.
Compensation Pay Grade – U Equity Grade – 15 Employees new to affirm typically come in at the start of the pay range. affirm focuses on 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
Location 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. affirmers in proximal roles have the flexibility to work remotely, but may occasionally be required to work out of an assigned affirm office. A limited number of roles remain office‑based due to the nature of their responsibilities.
Benefits
Health care coverage – affirm 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 affirm 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.
By clicking "Submit Application," you acknowledge that you have read affirm's 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.
Seniority Level Director
Employment Type Full‑time
Job Function Management and Manufacturing
Referrals increase your chances of interviewing at affirm by 2x.
Get notified about new Senior Director of Operations jobs in Nashville, TN.
#J-18808-Ljbffr