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 customer and merchant servicing, fraud operations, vendor management, strategic workforce management, training programs, quality assurance, continuous process improvement, knowledge management systems, and operations risk governance across all operational activities.

The Senior Director of Operations is accountable for adherence to established service level agreements (SLAs) and for continuously optimizing operational outcomes to deliver exceptional customer experiences while maximizing growth opportunities and managing operational costs.

On a day‑to‑day basis, this leader must ensure accurate monitoring of operations, drive rapid remediation when performance deviates from expectations, develop the strategic roadmap, set expectations for servicing products, and work with cross‑functional partners to embed those expectations into the overall business strategy.

• Define strategic roadmap, set expectations for servicing our products, and incorporate them into business strategy and organization‑wide Objectives and Key Results.
• Enable accurate performance monitoring 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 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 company‑wide OKRs and budget as part of planning.
• 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 through empowerment, encouragement of experimentation, and collaborative problem solving.
• Systematically handle all aspects of servicing and fraud operations for consumers and merchants.

• At least 15+ years of experience in customer and merchant servicing, fraud operations, and strategic workforce management, preferably at B2B2C companies in a complex operational environment.
• Experience 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.
• Alignment with our vision and mission.
• Extremely data‑oriented and analytical.
• Strategic and dynamic mindset to drive strategy.
• Results‑driven, forward‑thinking mindset with the ability to 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: $285,000 – $355,000
USA base pay range (all other U.S. states) per year: $253,000 – $323,000

Affirm is proud to be a remote‑first company. The…