Senior Customer Operations Manager

October 30

Apply Now

Receive Emails with Similar Jobs

Affirm

WebsiteLinkedInAll Job Openings

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

📋 Description

• Build and Scale from Scratch: Establish Affirm’s international delivery function, including scalable organization design, setting up vendor/augmented roles and defining and delivering operational playbooks. Serve as the architect of a repeatable, scalable global operations model adaptable to local regulatory and cultural nuances. • Set Strategy & Execute with Excellence: Define and own the roadmap for international operations and expansion in partnership with product, compliance, engineering and global operations leadership. Work closely with the international operations enablement manager and act as a trusted partner and mentor. Align strategy with Affirm’s long-term global expansion goals, ensuring readiness across servicing, fraud, compliance, merchant and oversight support. • Drive Performance & Accountability: Oversee daily operations through augmented staff and BPO vendor delivery across markets, ensuring adherence to SLAs, quality standards, and regulatory requirements. Leverage global operational performance standards such as CSAT, Accuracy, TTR, FTR and ASA and productivity metrics to deliver the outcomes. • Risk & Compliance Leadership: Proactively identify regulatory, reputational, and operational risks in international markets and partner with Risk, Legal, and Compliance to embed strong controls and mitigate exposures while enabling growth. Represent ops in the risk committees and own/mitigate issues and incidents. Support planned/ad-hoc internal and external audits. • Cross-Functional Partnership: Collaborate with Product, Engineering, Risk, and Commercial teams to design market-ready servicing solutions and support big merchant launches and new product launches. Act as a trusted partner and thought leader to senior executives on operational trade-offs and priorities. • Leadership & Talent Development: Attract, inspire, and retain world-class talent across geographies. Build a culture of accountability, inclusion, and high performance—developing empathetic managers and customer-first teams. • Model Affirm’s values by leading with clarity, consistency, and empathy across global teams. Culture carrier of Affirm global operations. Contractual & Commercial Management. • Negotiate and manage vendor contracts (BPOs, captive as a service partners), ensuring cost efficiency, SLA adherence, and performance accountability. • Partner with Commercial, Legal, and Merchant Operations teams to negotiate and manage servicing-related merchant obligations and ensure contractual commitments are consistently met.

🎯 Requirements

• 12+ years of experience in international operations, global service delivery, or scaling complex, regulated businesses; fintech or financial services strongly preferred. • 7+ years in leadership roles, including building teams and functions from scratch and leading globally distributed teams. • Proven experience establishing international servicing operations including BPO vendor management, workforce strategy, process, training, and quality assurance. • Strong vendor management acumen: negotiating contracts, holding partners accountable, and driving high performance across regions. • Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner. • Track record of delivering operational excellence at scale—balancing customer satisfaction, regulatory adherence, and cost efficiency. • Demonstrated success in navigating regulatory landscapes across multiple markets. • Financial acumen to model operational costs, efficiency gains, and investment trade-offs. • Executive-level influence: skilled at presenting insights, shaping strategy, and driving alignment at the most senior levels. • Thrives in a fast-paced environment with constant change and a rapidly growing team. • Makes measured, objective, data-driven decisions. Forward-thinking mindset with the ability to problem-solve complex issues to drive shared goals and outcomes across internal and external teams. • Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner. • Ability to operate as both a strategist and executor, comfortable shifting from long-term planning to in-the-weeds problem solving. • Experience building customer-obsessed teams that elevate the end-user experience in every market served. • Willingness to travel globally (30–40%) to support market launches, vendor oversight, and team development.

🏖️ Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents • Flexible Spending Wallets for tech, food and lifestyle • Away Days - wellness days to take off work and recharge • Learning & Development programs • Parental benefits • Employee Resource & Community Groups