Operations Manager • Lead

Who you are

You have a proven track record in leading operational strategies and enhancing service delivery within an organization. With a strong focus on data-driven decision-making, you thrive in environments that require cross-functional collaboration and strategic vision. Your experience includes building and optimizing workflows that align with organizational goals, ensuring that processes evolve alongside business needs. You are adept at designing learning programs that enhance team performance across diverse geographies and languages. You understand the importance of operational readiness and are skilled at connecting strategy with day-to-day execution. Your leadership style is hands-on, and you excel in fostering a culture of continuous improvement and engagement among team members.

What you'll do

In this role, you will set the strategic direction for Affirm's servicing operations, ensuring that high-quality experiences are delivered consistently. You will lead transformation initiatives that streamline workflows and enhance knowledge systems, enabling the organization to scale efficiently and compliantly. Collaborating closely with cross-functional stakeholders, you will drive operational readiness and deliver resources that are accurate and engaging for agents. Your responsibilities will include defining and executing the servicing strategy, building cross-functional initiatives, and optimizing processes to enhance customer and merchant experiences. You will also be responsible for monitoring operational KPIs and ensuring alignment with company goals. As a connector between strategy and execution, you will play a crucial role in scaling Affirm's servicing experience and supporting both internal operations and external vendor teams.

What we offer

Affirm offers a dynamic work environment where you can make a significant impact on the company's servicing strategy. You will have the opportunity to work with a talented team dedicated to reinventing credit and enhancing customer experiences. The company values innovation and encourages you to bring your ideas to the table. Affirm is committed to fostering a culture of inclusivity and collaboration, ensuring that all team members feel valued and empowered to contribute to the company's mission. As part of the team, you will have access to professional development opportunities and resources to support your growth within the organization.