Affirm
Affirm is reinventing credit to make it more honest and friendly, offering consumers the flexibility to buy now and pay later without hidden fees or compounding interest.
We are seeking a Senior Director of Operations to lead the global Operations team, reporting to the Head of Technical Programs & Operations. This leadership role oversees all operational pillars including customer and merchant servicing, fraud, vendor management, workforce, training, quality assurance, continuous improvement, knowledge management, and risk governance across all operational activities.
What You’ll Do
Define the strategic roadmap, set expectations for product servicing, and incorporate it into company‑wide Objectives and Key Results.
Enable accurate performance monitoring with alerting and rapid remediation when performance deviates from goals.
Drive business growth by enabling tools and services that improve servicing of consumers and merchants.
Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
Collaborate with cross‑functional stakeholders such as Engineering, Analytics, Product, Finance, Legal, and Compliance.
Develop a high‑performing team: define talent needs, build a diverse team, retain top talent, and create an empowering environment.
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‑service, merchant‑servicing, fraud‑operations, and strategic workforce management, preferably at complex B2B2C companies.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to develop and execute a comprehensive strategy consistently.
Led a team of 100+ operational individuals, scaling and building teams.
Morally aligned with our vision and mission.
Extremely data‑oriented and analytical.
Strategic and dynamic mindset driving strategy.
Results‑driven, forward‑thinking mindset with problem‑solving skills for 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 and Benefits
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.
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
Benefits
Health care coverage – company covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – stipends for technology, food, lifestyle, and family‑formation 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; most roles are remote, and you can work from anywhere within the country of employment. Occasional on‑site visits may be required.
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.
By law, 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.
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We are seeking a Senior Director of Operations to lead the global Operations team, reporting to the Head of Technical Programs & Operations. This leadership role oversees all operational pillars including customer and merchant servicing, fraud, vendor management, workforce, training, quality assurance, continuous improvement, knowledge management, and risk governance across all operational activities.
What You’ll Do
Define the strategic roadmap, set expectations for product servicing, and incorporate it into company‑wide Objectives and Key Results.
Enable accurate performance monitoring with alerting and rapid remediation when performance deviates from goals.
Drive business growth by enabling tools and services that improve servicing of consumers and merchants.
Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
Collaborate with cross‑functional stakeholders such as Engineering, Analytics, Product, Finance, Legal, and Compliance.
Develop a high‑performing team: define talent needs, build a diverse team, retain top talent, and create an empowering environment.
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‑service, merchant‑servicing, fraud‑operations, and strategic workforce management, preferably at complex B2B2C companies.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to develop and execute a comprehensive strategy consistently.
Led a team of 100+ operational individuals, scaling and building teams.
Morally aligned with our vision and mission.
Extremely data‑oriented and analytical.
Strategic and dynamic mindset driving strategy.
Results‑driven, forward‑thinking mindset with problem‑solving skills for 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 and Benefits
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.
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
Benefits
Health care coverage – company covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – stipends for technology, food, lifestyle, and family‑formation 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; most roles are remote, and you can work from anywhere within the country of employment. Occasional on‑site visits may be required.
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.
By law, 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.
#J-18808-Ljbffr