Affirm
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Senior Director, Operations
role at
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 are actively seeking a highly motivated, results‑oriented, and deeply experienced Senior Director of Operations to lead the global Operations team. Reporting directly to the Head of Technical Programs & Operations, this pivotal leadership role includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars — 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 team members and a vendor network with more than 4,000 agents.
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. 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, this leader must ensure accurate monitoring of operations and drive rapid remediation when performance deviates from expectations. The leader also develops the strategic roadmap for the team’s scope of responsibility, sets expectations for product servicing, and works with cross‑functional partners to incorporate those expectations into our overall business strategy to deliver company‑wide results. To optimize impact, the leader must utilize proven experience in successfully leading and scaling teams within a dynamic, fast‑paced, cross‑functional operational environment.
What You Will Do
Define strategic roadmap, set expectations for the servicing of our products, and incorporate into business strategy and organization‑wide Objectives and Key Results.
Enable accurate performance monitoring of 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 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 the planning process.
Legal & Compliance to identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring regulatory and compliance requirements are met.
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 working together to solve problems.
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.
Experienced in 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
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. We will occasionally require office presence as needed.
Benefits
Health care coverage – we cover all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for technology, food, lifestyle needs, and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares 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, we consider qualified applicants with arrest and conviction records under the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance.
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.
Seniority level
Director
Employment type
Full‑time
Job function
Management and Manufacturing
#J-18808-Ljbffr
Senior Director, Operations
role at
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 are actively seeking a highly motivated, results‑oriented, and deeply experienced Senior Director of Operations to lead the global Operations team. Reporting directly to the Head of Technical Programs & Operations, this pivotal leadership role includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars — 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 team members and a vendor network with more than 4,000 agents.
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. 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, this leader must ensure accurate monitoring of operations and drive rapid remediation when performance deviates from expectations. The leader also develops the strategic roadmap for the team’s scope of responsibility, sets expectations for product servicing, and works with cross‑functional partners to incorporate those expectations into our overall business strategy to deliver company‑wide results. To optimize impact, the leader must utilize proven experience in successfully leading and scaling teams within a dynamic, fast‑paced, cross‑functional operational environment.
What You Will Do
Define strategic roadmap, set expectations for the servicing of our products, and incorporate into business strategy and organization‑wide Objectives and Key Results.
Enable accurate performance monitoring of 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 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 the planning process.
Legal & Compliance to identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring regulatory and compliance requirements are met.
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 working together to solve problems.
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.
Experienced in 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
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. We will occasionally require office presence as needed.
Benefits
Health care coverage – we cover all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for technology, food, lifestyle needs, and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares 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, we consider qualified applicants with arrest and conviction records under the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance.
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.
Seniority level
Director
Employment type
Full‑time
Job function
Management and Manufacturing
#J-18808-Ljbffr