Senior Director, Operations

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. The scope includes all aspects of customer and merchant servicing, fraud operations, vendor management, strategic workforce management, robust training programs, rigorous quality assurance, continuous process improvement, knowledge management systems, and operations risk governance across all operational activities. The function is composed 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 service level agreements (SLAs) and continuously optimizing operational outcomes to deliver exceptional customer experiences. Concurrently, this role demands a keen eye for maximizing growth opportunities and diligently 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 set by the team. This leader is responsible for developing the strategic roadmap for the team’s scope of responsibility, setting expectations for the servicing of our products, and working with cross functional partners to incorporate those expectations into our overall business strategy and deliver company wide results. To optimize impact, they must utilize their proven experience in successfully leading and scaling teams within a dynamic, fast-paced, and cross-functional operational environment.  

Our ideal candidate is an analytical, hands-on, steeped in the details, collaborative, business minded, culture-building leader who is able to quickly synthesize technical solutions to complex, multivariate global business opportunities, and who brings key experiences to the role as we build and operate a cohesive suite of honest consumer products that improve financial lives. Exceptional collaboration skills are paramount, as this role requires extensive cross-functional partnership with Product, Engineering, Analytics, Finance, Legal, and Compliance teams. To run this business, a successful candidate must genuinely care about the details and most importantly, about the outcomes. In our fast paced environment, there is always new information to consider and incorporate in our plans. We need an agile and adaptable leader willing to re-evaluate prior decisions as new information becomes available. This is something we do continuously and with an ever increasing frequency at Affirm. Working in a fast paced environment with the quick feedback loop rewards knowing the details and being on top of your area of responsibility, but really what ties it all together is being motivated and using your skills to get things done. 

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 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. 
• A successful leader will be highly collaborative and partner with many cross-functional stakeholders including: 
• Engineering & Analytics in the development, deployment, and operation of our products, services, and tooling. 
• Product, Finance, & Analytics to directly influence product strategy and roadmaps, reinforce an analytical and data driven culture, and drive development of our company wide OKRs and budget as part of Affirm’s planning process. 
• Legal & Compliance to identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring the teams adhere to regulatory and compliance requirements. 
• 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
• Experienced in engaging with executives, board members, and regulators
• Demonstrated ability to be able 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 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