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 Senior Director of Operations to lead the global Operations team. Reporting directly to the Head of Technical Programs & Operations, this leadership role includes developing and executing our global operations strategy and overseeing all critical operational pillars. The function includes customer and merchant servicing, fraud operations, vendor management, strategic workforce management, training programs, quality assurance, process improvement, knowledge management systems, and operations risk governance across all operational activities. The team comprises 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 SLAs and continuously optimizing operational outcomes to deliver exceptional customer experiences. The role also seeks to maximize growth opportunities while managing operational costs to ensure efficiency and profitability.
On a day-to-day basis, this leader must ensure accurate monitoring of Affirm’s operations and drive rapid remediation when performance deviates from expectations. The leader is responsible for developing the strategic roadmap for the team’s scope of responsibility, setting servicing expectations for our products, and collaborating with cross-functional partners to embed those expectations into the overall business strategy and company-wide results. To optimize impact, they must leverage proven experience in leading and scaling teams within a dynamic, fast-paced, cross-functional environment.
Our ideal candidate is analytical, hands-on, detail-oriented, collaborative, business-minded, culture-building, and capable of quickly synthesizing technical solutions to complex, multivariate global business opportunities. The role requires extensive cross-functional partnership with Product, Engineering, Analytics, Finance, Legal, and Compliance. The candidate should genuinely care about the details and outcomes. In a fast-paced environment, there is always new information to consider; we need an agile and adaptable leader who re-evaluates prior decisions as new information becomes available. This is a core part of Affirm’s culture. Working in a fast-paced environment with quick feedback loops rewards attention to detail and accountability, while rewarding action and delivery.
If you would like to learn more about Affirm’s cultural DNA, we recommend our CEO’s reflections on building a meritocracy.
What You’ll 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 Affirm’s operations with appropriate alerting and rapid remediation when performance deviates from goals. Drive business growth by enabling tools and services that enable 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 in the development, deployment, and operation of products, services, and tooling. Product, Finance, & Analytics to influence product strategy, drive a data-driven culture, and support company-wide OKRs and budgeting. Legal & Compliance to ensure regulatory compliance while improving customer and merchant experiences. 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 to decision-make, try new things, and collaborate 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. Experience engaging with executives, board members, and regulators. Demonstrated ability to develop and execute 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 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 Base pay is part of a total compensation package that may include equity rewards, 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 roles are remote and you can work almost anywhere within the country of employment. Some roles may require working from an Affirm office. A limited number of roles remain office-based due to job responsibilities. Benefits
Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents Flexible Spending Wallets - stipends for spending on Technology, Food, Lifestyle needs, and family forming expenses Time off - competitive vacation and holiday schedules ESPP - Employee stock purchase plan enabling you to buy shares at a discount We’re committed to an inclusive interview experience for all, including people with disabilities. Reasonable accommodations are available during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Affirm will consider qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and 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
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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 Affirm’s operations with appropriate alerting and rapid remediation when performance deviates from goals. Drive business growth by enabling tools and services that enable 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 in the development, deployment, and operation of products, services, and tooling. Product, Finance, & Analytics to influence product strategy, drive a data-driven culture, and support company-wide OKRs and budgeting. Legal & Compliance to ensure regulatory compliance while improving customer and merchant experiences. 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 to decision-make, try new things, and collaborate 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. Experience engaging with executives, board members, and regulators. Demonstrated ability to develop and execute 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 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 Base pay is part of a total compensation package that may include equity rewards, 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 roles are remote and you can work almost anywhere within the country of employment. Some roles may require working from an Affirm office. A limited number of roles remain office-based due to job responsibilities. Benefits
Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents Flexible Spending Wallets - stipends for spending on Technology, Food, Lifestyle needs, and family forming expenses Time off - competitive vacation and holiday schedules ESPP - Employee stock purchase plan enabling you to buy shares at a discount We’re committed to an inclusive interview experience for all, including people with disabilities. Reasonable accommodations are available during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Affirm will consider qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and 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
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