Senior Director, Operations

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. 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.

• 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 affirmed’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

Employees new to affirm typically come in at the start of the pay range. affirm 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,…