Senior Director, Operations

Who you are

You are a highly motivated and results-oriented leader with extensive experience in operations management. With a proven track record of developing and executing operational strategies, you understand the intricacies of customer and merchant servicing, fraud operations, and vendor management. You have a keen eye for maximizing growth opportunities while managing operational costs to ensure efficiency and profitability. Your leadership style fosters collaboration and accountability, ensuring that your team adheres to established service level agreements (SLAs) and continuously optimizes operational outcomes.

You have a strong background in strategic workforce management and are adept at implementing robust training programs and rigorous quality assurance processes. Your experience includes overseeing knowledge management systems and operations risk governance across various operational activities. You thrive in environments that demand rapid remediation when performance deviates from expectations, and you are committed to delivering exceptional customer experiences.

Desirable

You possess a deep understanding of the operational landscape and have experience managing large teams, ideally in a technology-driven environment. Familiarity with continuous process improvement methodologies and a data-driven approach to decision-making will set you apart. You are comfortable navigating complex operational challenges and are passionate about creating a positive impact on both customers and the organization.

What you'll do

In this pivotal leadership role, you will report directly to the Head of Technical Programs & Operations and be responsible for leading the global Operations team. You will develop and execute a comprehensive operations strategy that encompasses all critical operational pillars. Your responsibilities will include overseeing customer and merchant servicing, fraud operations, and vendor management, ensuring that all operational activities align with the company's goals and objectives.

You will be accountable for monitoring Affirm’s operations and driving rapid remediation when performance deviates from expectations. This includes ensuring adherence to established service level agreements (SLAs) and continuously optimizing operational outcomes to enhance customer experiences. You will work closely with various stakeholders to identify growth opportunities and implement strategies that maximize efficiency and profitability.

Your role will also involve managing a vendor network with over 4,000 agents, ensuring that all operational processes are streamlined and effective. You will lead initiatives focused on strategic workforce management, training programs, and quality assurance, fostering a culture of continuous improvement within the team. You will be expected to leverage data and analytics to inform decision-making and drive operational excellence.

What we offer

At Affirm, you will be part of a mission-driven organization that is reinventing credit to make it more honest and friendly. We offer a collaborative work environment where your contributions will have a direct impact on our operations and customer experiences. You will have the opportunity to work with a talented team of professionals dedicated to delivering exceptional service and driving innovation in the financial technology space. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.