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.
As a Fraud Operations Manager, you will play a critical, strategic leadership role responsible for overseeing operations across multiple Fraud Operations teams and pods, including those focused on disputes and compliance work. A primary focus is cultivating a high-performance, psychologically safe culture that ensures teams meet business objectives, including productivity and accuracy, while fostering a solid sense of belonging, inclusion, and personal development.
Lead, coach, and develop a group of people leaders and Individual Contributors (ICs) across multiple, specialized teams/pods, providing ongoing feedback, performance management, and career development to build long-term organizational capability.
Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
Set Strategy & Own Program Performance

Define and champion a clear operational strategy and roadmap to significantly improve the function, efficiency, quality, and compliance of your assigned teams/pods.
Ensure full accountability for service levels and productivity of assigned areas, proactively managing queue health through data-driven burn down plans to maintain a healthy buffer.
Translate broader business goals into clear team-level objectives, providing clear, transparent communication to ensure operational alignment.
Serve as the ultimate escalation point for complex merchant, user, or internal stakeholder issues,



establishing robust frameworks for incident resolution
Research and resolve risk events stemming from process breakdowns.

6+ years of direct experience in disputes, fraud risk prevention and detection within FinTech/tech industry

- 5+ years of experience in fraud management or related people management roles, including proven experience leading managers or senior ICs.
- Demonstrated success setting strategy and delivering large-scale operational change with measurable impact on efficiency, quality, and customer experience.
- Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building.
- Experience with AI project-driven initiatives (e.g., leveraging AI-enabled tools, agent assist, or automation to improve operational efficiency or knowledge management).
- Experience in Lean Six Sigma, continuous improvement practices, and/or data-driven methodologies to drive scalable efficiency.
- Working knowledge of scripting & querying languages (e.g., Python, SQL) is a plus.

Equity Grade - 4
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
LI-Remote Remote-first with flexibility built in Affirm is proud to be a remote-first company. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. Health coverage at no cost: Flexible time off and generous holiday calendars help you rest when you need to.
We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.
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📌 Head of Fraud Operations Remote (Canada)
🏢 Affirm
📍 Canada