Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.

We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk. Affirm is seeking a people leader to drive scalable, compliant, and high-quality servicing experiences across our Operations organization.

In this role, you will define and execute strategies that enable our servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants. As a manager within the Operations Enablement team, you will own team-level strategy and lead a high-performing team responsible for delivering a portfolio of cross-functional initiatives tied to strategic priorities. You will be accountable for execution across timelines and dependencies, with clear ownership of measurable business impact.

You will partner closely with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory change. We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.

Own Program & Team Performance: Lead and manage a team responsible for delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.

Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.

Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across Product, Engineering,



and Operations to align priorities and deliver measurable business outcomes. Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.

Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions; Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.

Own Change

End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.

Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into explicit manuals and resources for both human and AI agents.

Elevate Knowledge Management: Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.

Own Learning & Training Strategy: Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops. Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.

Expand Program Scope: Take on additional program and project management responsibilities as needed,



developing working knowledge across adjacent domains to support evolving business needs. 7+ years of experience in program management or product operations, preferably within large-scale or global operations including 2+ years of experience at a fintech or financial institution ~3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members. ~ Have a deep understanding of dispute management rules, response codes, and recommended response data. ~ Certification in Six Sigma, Project Management or Design Thinking ~ Strong skills in strategic planning, issue/risk management and cross-functional execution. ~ Proficiency in process mapping and workflow analysis ~ Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency. ~ Experience building workflows within a regulatory environment.

Equity

Grade - 5 Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment.

Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities. Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities.

📌 Director of Operations, Performance & Facilities (Victoria)
🏢 Affirm
📍 Victoria