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 all aspects of 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 Affirmers 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 Affirm’s operations and drive rapid remediation when performance deviates from expectations set by the team. This leader is responsible for developing the strategic roadmap for the team’s scope of responsibility, setting expectations for the servicing of our products, and working with cross functional partners to incorporate those expectations into our overall business strategy and deliver company wide results. To optimize impact, they must utilize their proven experience in successfully leading and scaling teams within a dynamic, fast-pace