Senior Director, Operations

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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 leadership role includes responsibility for developing and executing our global operations strategy as well as comprehensive oversight of all critical operational pillars — 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 team members 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 operations and drive rapid remediation when performance deviates from expectations. The leader also develops the strategic roadmap for the team’s scope of responsibility, sets expectations for product servicing, and works with cross‑functional partners to incorporate those expectations into our overall business strategy to deliver company‑wide results. To optimize impact, the leader must utilize proven experience in successfully leading and scaling teams within a dynamic, fast‑paced, cross‑functional operational environment.

• 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 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 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 the planning process.
  • 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.

• 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…