Senior Director, Operations

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 employees 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.

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.

• 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.
• Collaborate with cross‑functional stakeholders including Engineering & Analytics, Product, Finance, Analytics, Legal & Compliance to influence product strategy, roadmaps, and regulatory compliance.
• Develop a high‑performing team by defining talent needs, building a diverse group, and retaining top talent through empowerment and support.
• 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…