Affirm
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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. The scope includes 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 across all operational activities. The function consists of 10 focus areas with nearly 200 affirmers and a vendor network with 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 maximizing growth opportunities and managing costs to ensure efficiency and profitability.
On a day‑to‑day basis, the leader ensures accurate monitoring of operations and drives rapid remediation when performance deviates from expectations. The leader develops the strategic roadmap for the team’s scope, sets expectations for product servicing, and works with cross‑functional partners to incorporate those expectations into the overall business strategy to deliver company‑wide results. The role requires proven experience in leading and scaling teams within a dynamic fast‑paced, cross‑functional operational environment.
What You’ll Do
Define the strategic roadmap, set expectations for product servicing, 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 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 cross‑functional stakeholders including Engineering & Analytics, Product, Finance, Legal & Compliance to influence product strategy, reinforce a data‑driven culture, and support company OKRs and budget.
Develop a high‑performing team by defining talent needs, building a diverse team, and retaining top talent through empowerment and support.
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 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 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.
Benefits
Health care coverage – all premiums covered for you and your dependents.
Flexible Spending Wallets – stipends for technology, food, lifestyle, and family forming.
Time off – competitive vacation and holiday schedules.
ESPP – employee stock purchase plan at a discount.
Remote‑first company. Roles are primarily remote; occasional on‑site visits may be required.
Pay Grade: U
Equity Grade: 15
Pay Range (USA):
CA, WA, NY, NJ, CT: $285,000 – $355,000 per year.
All other U.S. states: $253,000 – $323,000 per year.
Affirm is proud to provide an inclusive interview experience for all, including people with disabilities. Reasonable accommodations are available. For U.S. locations, we consider qualified applicants with arrest and conviction records as per relevant ordinances.
By submitting an application, you acknowledge that you have read our Global Candidate Privacy Notice and give informed consent to the collection, use, and storage of your personal information.
#J-18808-Ljbffr
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. The scope includes 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 across all operational activities. The function consists of 10 focus areas with nearly 200 affirmers and a vendor network with 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 maximizing growth opportunities and managing costs to ensure efficiency and profitability.
On a day‑to‑day basis, the leader ensures accurate monitoring of operations and drives rapid remediation when performance deviates from expectations. The leader develops the strategic roadmap for the team’s scope, sets expectations for product servicing, and works with cross‑functional partners to incorporate those expectations into the overall business strategy to deliver company‑wide results. The role requires proven experience in leading and scaling teams within a dynamic fast‑paced, cross‑functional operational environment.
What You’ll Do
Define the strategic roadmap, set expectations for product servicing, 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 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 cross‑functional stakeholders including Engineering & Analytics, Product, Finance, Legal & Compliance to influence product strategy, reinforce a data‑driven culture, and support company OKRs and budget.
Develop a high‑performing team by defining talent needs, building a diverse team, and retaining top talent through empowerment and support.
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 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 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.
Benefits
Health care coverage – all premiums covered for you and your dependents.
Flexible Spending Wallets – stipends for technology, food, lifestyle, and family forming.
Time off – competitive vacation and holiday schedules.
ESPP – employee stock purchase plan at a discount.
Remote‑first company. Roles are primarily remote; occasional on‑site visits may be required.
Pay Grade: U
Equity Grade: 15
Pay Range (USA):
CA, WA, NY, NJ, CT: $285,000 – $355,000 per year.
All other U.S. states: $253,000 – $323,000 per year.
Affirm is proud to provide an inclusive interview experience for all, including people with disabilities. Reasonable accommodations are available. For U.S. locations, we consider qualified applicants with arrest and conviction records as per relevant ordinances.
By submitting an application, you acknowledge that you have read our Global Candidate Privacy Notice and give informed consent to the collection, use, and storage of your personal information.
#J-18808-Ljbffr