Join to apply for the Senior Director, Operations role at 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 seeking a highly motivated, results‑oriented Senior Director of Operations to lead the global Operations team. Reporting directly to the Head of Technical Programs & Operations, you will develop and execute the global operations strategy, overseeing all critical operational pillars: customer and merchant servicing, fraud operations, vendor management, strategic workforce management, training programs, quality assurance, process improvement, knowledge management, and operations risk governance.
The Senior Director will be accountable for adherence to service level agreements, continuous optimization of operational outcomes, and ensuring profitability while enabling growth.
What You’ll Do
- Define the strategic roadmap, set expectations for servicing products, and incorporate them into the overall business strategy and company‑wide OKRs.
- Enable accurate performance monitoring of operations with appropriate alerting and rapid remediation.
- Drive business growth by providing tools and services that improve servicing of consumers and merchants.
- Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences.
- Partner with cross‑functional stakeholders, including Engineering, Analytics, Product, Finance, Legal, and Compliance, to influence product strategy and roadmap, reinforce an analytical culture, and develop company‑wide OKRs and budget.
- Develop a high‑performing team by defining talent needs, building diversity, and retaining top talent in an environment of empowerment and innovation.
- Systematically handle all aspects of servicing and fraud operations for consumers and merchants.
What We Look For
- At least 15+ years of experience in customer and merchant servicing, fraud operations, and strategic workforce management, preferably at B2B2C companies in complex environments.
- Experience engaging with executives, board members, and regulators.
- Ability to consistently develop comprehensive strategy.
- Led a team of 100+ operational individuals with proven experience scaling and building teams.
- Alignment with the company’s vision and mission.
- Data‑oriented and analytical mindset.
- Strategic and dynamic approach to drive strategy.
- Result‑driven, forward‑thinking, and problem‑solving in complex issues.
- Thrives in fast‑paced, innovative environments.
- Experience in high‑growth, technology‑driven companies, with financial services or regulated industries preferred.
Pay & Benefits
Pay Grade - U
Equity Grade - 15
Base Pay – $285,000 - $355,000 per year (CA, WA, NY, NJ, CT); $253,000 - $323,000 (all other U.S. states). Affirms provides equity rewards, monthly stipends, and benefits including 100% subsidized medical coverage, dental, and vision for you and your dependents.
Benefits: Health care coverage (all premiums), Flexible Spending Wallets, Time off, ESPP.
Legal & EEO
We believe it’s On Us to provide an inclusive interview experience, including individuals with disabilities. Reasonable accommodations are available. We are committed to equal opportunity and consider applicants with arrest and conviction records under applicable ordinances. By submitting your application, you acknowledge that you have read and consent to the global candidate privacy notice.
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