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, including customer and merchant servicing, fraud operations, vendor management, strategic workforce management, training programs, quality assurance, continuous process improvement, knowledge management, and operations risk governance across all activities.
The Senior Director is accountable for adherence to established service level agreements (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 must ensure accurate monitoring of operations, drive rapid remediation when performance deviates from expectations, develop the strategic roadmap for the team’s scope, set expectations for servicing our products, and collaborate with cross‑functional partners, including Product, Engineering, Analytics, Finance, Legal, and Compliance, to incorporate these expectations into our overall business strategy.
What You’ll Do
Define a 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 organizational goals.
Drive business growth by enabling tools and services that allow 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 products, services, and tooling.
Product, Finance, & Analytics to influence product strategy, reinforce an analytical and data‑driven culture, and drive development of company‑wide OKRs and budget.
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.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to consistently 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 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
Employees new to Honor typically come in at the start of the pay range. Honor focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job‑related skills.
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.
Benefits
Health care coverage – Honor covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares of Honor 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, pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Holiday will consider qualified applicants with arrest and conviction records.
By clicking "Submit Application," you acknowledge that you have read Honor’s 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.
#J-18808-Ljbffr
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, including customer and merchant servicing, fraud operations, vendor management, strategic workforce management, training programs, quality assurance, continuous process improvement, knowledge management, and operations risk governance across all activities.
The Senior Director is accountable for adherence to established service level agreements (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 must ensure accurate monitoring of operations, drive rapid remediation when performance deviates from expectations, develop the strategic roadmap for the team’s scope, set expectations for servicing our products, and collaborate with cross‑functional partners, including Product, Engineering, Analytics, Finance, Legal, and Compliance, to incorporate these expectations into our overall business strategy.
What You’ll Do
Define a 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 organizational goals.
Drive business growth by enabling tools and services that allow 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 products, services, and tooling.
Product, Finance, & Analytics to influence product strategy, reinforce an analytical and data‑driven culture, and drive development of company‑wide OKRs and budget.
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.
Experience engaging with executives, board members, and regulators.
Demonstrated ability to consistently 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 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
Employees new to Honor typically come in at the start of the pay range. Honor focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job‑related skills.
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.
Benefits
Health care coverage – Honor covers all premiums for all levels of coverage for you and your dependents.
Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family‑forming expenses.
Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
ESPP – an employee stock purchase plan enabling you to buy shares of Honor 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, pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Holiday will consider qualified applicants with arrest and conviction records.
By clicking "Submit Application," you acknowledge that you have read Honor’s 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.
#J-18808-Ljbffr