Operations Risk Manager (Backbook Integrations)

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 committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. As a Vulnerable Customer (VC) Manager, you will serve as the subject matter expert at the intersection of consumer protection, regulatory compliance, and operations within a UK-regulated BNPL / Deferred Payment Credit environment.

You will own the end-to-end Vulnerable Customers program, including policy design, operational frameworks, agent experience, and reporting, ensuring alignment with FCA Consumer Duty and related guidance. This role requires a balance of strategic thinking and hands-on execution, partnering across Operations, Compliance, Legal, and Data to deliver fair customer outcomes at scale.

This person will report to the Collections Sr. Manager.

What you’ll do

Own and evolve Affirm's Vulnerable Customers programme, including policy, procedures, and operational frameworks aligned with FCA Consumer Duty (PS22/9), FG21/1, and CONC

Design and maintain customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows

Define and manage the distinction between Vulnerable Customers and Hardship/Breathing Space programmes, ensuring clear eligibility, treatment strategies, and exit criteria

Develop and optimize agent scripts, decisioning guides, and escalation pathways to support sensitive customer interactions and needs-based outcomes

Partner with Operations and Training teams to embed VC practices into agent workflows, onboarding, and QA frameworks

Own metrics, dashboards, and reporting for the VC programme, including KPI/KRI definition and board-level reporting

Serve as the internal SME on Consumer Duty and vulnerability, translating regulatory requirements into actionable operational practices

Monitor re