Operations

• 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.

Senior Customer Operations Manager

Customer Operations & Support

Operations Consultant

Customer Operations & Support Medewerker

Senior Game Designer – Systems & LiveOps