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.
Affirm is 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, training programs, quality assurance, continuous process improvement, knowledge‑management systems, and operations‑risk governance. The function has 10 focus areas with nearly 200 employees and a vendor network of more than 4,000 agents.
The Senior Director of Operations is accountable for adherence to established SLAs and continuously optimizing operational outcomes to deliver exceptional customer experiences while managing costs for efficiency and profitability.
What You’ll Do
Define the strategic roadmap, set expectations for the servicing of our products, and incorporate them into business strategy and organization‑wide OKRs.
Enable accurate performance monitoring of operations with appropriate alerting and rapid remediation when performance deviates from goals.
Drive business growth by enabling tools and services that make servicing consumers and merchants more effective and efficient.
Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
Partner with cross‑functional stakeholders—Engineering & Analytics, Product, Finance, Analytics, Legal & Compliance—to influence product strategy, reinforce a data‑driven culture, and drive development of company‑wide OKRs and budgets.
Develop a high‑performing team: define talent needs, build a diverse team, retain top talent, and create an environment that empowers decision‑making, encourages experimentation, and supports collaboration.
Systematically handle all aspects of servicing and fraud operations for consumers and merchants.
What We Look For
At least 15+ years of experience in customer and merchant servicing, fraud operations, and strategic workforce management, preferably at B2B2C companies in a complex environment.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to develop a comprehensive, consistently applied 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 that drives strategy.
Results‑driven, forward‑thinking mindset with the 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.
Pay Grade: U Equity Grade: 15
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 – employee stock purchase plan enabling you to buy shares at a discount.
Affirm is proud to be a remote‑first company. The majority of our roles are remote and can be performed anywhere within the country of employment; some roles may require occasional office attendance.
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 during the hiring process.
By clicking “Submit Application,” you acknowledge that you have read Affirmp Global Candidate Privacy Notice and hereby give informed consent to the collection, processing, use, and storage of your personal information as described therein.
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The Senior Director of Operations is accountable for adherence to established SLAs and continuously optimizing operational outcomes to deliver exceptional customer experiences while managing costs for efficiency and profitability.
What You’ll Do
Define the strategic roadmap, set expectations for the servicing of our products, and incorporate them into business strategy and organization‑wide OKRs.
Enable accurate performance monitoring of operations with appropriate alerting and rapid remediation when performance deviates from goals.
Drive business growth by enabling tools and services that make servicing consumers and merchants more effective and efficient.
Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
Partner with cross‑functional stakeholders—Engineering & Analytics, Product, Finance, Analytics, Legal & Compliance—to influence product strategy, reinforce a data‑driven culture, and drive development of company‑wide OKRs and budgets.
Develop a high‑performing team: define talent needs, build a diverse team, retain top talent, and create an environment that empowers decision‑making, encourages experimentation, and supports collaboration.
Systematically handle all aspects of servicing and fraud operations for consumers and merchants.
What We Look For
At least 15+ years of experience in customer and merchant servicing, fraud operations, and strategic workforce management, preferably at B2B2C companies in a complex environment.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to develop a comprehensive, consistently applied 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 that drives strategy.
Results‑driven, forward‑thinking mindset with the 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.
Pay Grade: U Equity Grade: 15
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 – employee stock purchase plan enabling you to buy shares at a discount.
Affirm is proud to be a remote‑first company. The majority of our roles are remote and can be performed anywhere within the country of employment; some roles may require occasional office attendance.
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 during the hiring process.
By clicking “Submit Application,” you acknowledge that you have read Affirmp Global Candidate Privacy Notice and hereby give informed consent to the collection, processing, use, and storage of your personal information as described therein.
#J-18808-Ljbffr