Senior Director, Operations

Senior Director, Operations

Company:
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 role includes developing and executing our global operations strategy and overseeing all critical operational pillars: 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 a network of over 4,000 agents.

• 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.

• 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 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.

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 (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,

USA base pay range (all other U.S. states) per year: $253,

• Health care coverage – affirm 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 affirm at a discount.

• Seniority level:
  Director
• Employment…