Description

You will lead the global Operations team at Affirm, defining the strategic roadmap and overseeing all critical operational pillars including customer and merchant servicing, fraud operations, vendor management, and more. Your goal is to optimize operational outcomes, ensure adherence to SLAs, and drive business growth through cross-functional collaboration with Product, Engineering, Analytics, Finance, Legal, and Compliance teams.

Requirements

• 15+ years of customer and merchant servicing, fraud operations, and strategic workforce management experience
• Experience leading and scaling teams in a dynamic, fast-paced, cross-functional operational environment
• Analytical, hands-on, detail-oriented, and collaborative with a business mindset
• Ability to synthesize technical solutions to complex global business opportunities
• Strong cross-functional partnership skills with Product, Engineering, Analytics, Finance, Legal, and Compliance

Responsibilities

• Define strategic roadmap and set expectations for servicing products, incorporating into business strategy and OKRs
• Enable accurate performance monitoring with alerting and rapid remediation when performance deviates
• Drive business growth by enabling tools and services for effective consumer and merchant servicing
• Oversee and optimize operational outcomes to deliver exceptional customer experiences
• Develop a high-performing team, build diverse talent, and create an empowered environment