Senior Customer Operations Manager

Who you are

You have a proven track record in customer operations management, with experience in building and scaling teams from the ground up. Your leadership style is characterized by a strategic mindset and the ability to navigate ambiguity effectively. You thrive in environments where you can influence cross-functional teams and drive measurable results. Your expertise spans customer service, vendor management, and operational oversight, ensuring compliance and efficiency in regulated environments.

You possess strong analytical skills and are adept at designing operational playbooks that cater to diverse geographies. Your experience includes establishing international delivery functions and adapting operational models to local regulatory and cultural nuances. You are a builder-leader who enjoys creating infrastructure that supports customer delight and operational excellence.

Desirable

Experience in the fintech industry or a similar regulated environment is a plus. Familiarity with international operations and the ability to adapt strategies to different markets will set you apart. You are comfortable with data-driven decision-making and have a knack for identifying opportunities for improvement in customer operations.

What you'll do

In this role, you will be responsible for defining and owning the roadmap for Affirm's international operations. You will establish the operational infrastructure that serves as the blueprint for global servicing models. Your responsibilities will include building high-performing teams, designing scalable organization structures, and setting up vendor relationships to enhance operational efficiency.

You will lead initiatives to improve customer service and merchant servicing, ensuring that all operations align with Affirm's mission of providing honest and friendly credit solutions. Your strategic vision will guide the development of operational playbooks that can be replicated across various markets, adapting to local needs while maintaining compliance with regulations.

As a Senior Customer Operations Manager, you will collaborate with various stakeholders to ensure that operational strategies are executed with excellence. You will monitor performance metrics and implement improvements based on data analysis, ensuring that customer satisfaction remains a top priority. Your role will also involve overseeing fraud operations and complaints management, ensuring that all processes are efficient and effective.

What we offer

Affirm provides a dynamic work environment where you can make a significant impact on the company's global operations. You will have the opportunity to work with a talented team dedicated to reinventing credit for consumers. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.

Join us in our mission to create a more honest and friendly credit experience for consumers. You will be part of a company that prioritizes innovation and customer satisfaction, with the chance to shape the future of financial services on a global scale.