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’re a remote‑first company; most roles are fully remote, but some may require occasional office work. Senior Director of Operations is responsible for leading the global Operations team and developing a global operations strategy. The scope includes customer and merchant servicing, fraud operations, vendor management, workforce management, training programs, quality assurance, process improvement, knowledge management, and operations risk governance. The function is made up of 10 focus areas with nearly 200 staff and a vendor network of more than 4,000 agents.

The Senior Director of Operations is accountable for adhering to service level agreements (SLAs) and continuously optimizing operational outcomes to deliver exceptional customer experiences while driving growth and managing costs. On a day‑to‑day basis the leader will monitor operations, drive rapid remediation, and develop a strategic roadmap for the team’s responsibilities. This role requires collaboration across Product, Engineering, Analytics, Finance, Legal, and Compliance.

What You’ll Do

• Define strategic roadmap, set expectations for 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.
• Partner with cross‑functional stakeholders, including:
  • Engineering & Analytics to develop, deploy, and operate products, services, and tooling.
  • Product, Finance, & Analytics to influence product strategy, reinforce an analytical culture, and drive development of company‑wide OKRs and budget.
  • Legal & Compliance to implement strategic changes that generate efficiencies and improve customer and merchant experiences while ensuring regulatory compliance.
• Develop a high‑performing team by defining talent needs, building a diverse staff, and retaining top talent in an environment that encourages decision‑making, experimentation, and problem‑solving.
• 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 operational environments.
• Experience engaging with executives, board members, and regulators.
• Demonstrated ability to develop a comprehensive strategy and deliver results.
• 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, and problem‑solving.
• Thrives in a fast‑paced, innovative environment.
• Experience in high‑growth, technology‑driven companies, preferably in financial services or regulated industries.

Pay Grade: U
Equity Grade: 15
Employees new to the company typically start at the beginning of the pay range. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech, and benefits (including 100% subsidized medical coverage, dental and vision for you and 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.

Benefits

• Health care coverage – the company covers all premiums for you and your dependents.
• Flexible Spending Wallets – generous stipends for technology, food, lifestyle and family expenses.
• Time off – competitive vacation and holiday schedules allowing rest and recharge.
• ESPP – an employee stock purchase plan enabling you to buy shares at a discount.

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

For U.S. positions that could be performed in Los Angeles or San Francisco, pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider qualified applicants with arrest and conviction records.

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