Customer Operations Manager, Affirm
€72-112k
+ ESPP
More information about location
Buy-now-pay-later card for online and in-store
Open for applications
Buy-now-pay-later card for online and in-store
1001+ employees
Open for applications
€72-112k
+ ESPP
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- This role is best suited for a builder-leader who thrives in ambiguity, operates at both strategic and executional levels, and can influence across functions to deliver customer delight while maintaining compliance and efficiency in regulated environments
- 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 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
What the job involves
- Manager of International Operations will play a pivotal role in shaping Affirm’s global operational footprint
- This leader will be responsible for standing up international operations from the ground up, building high-performing teams, and designing scalable models to support Affirm’s customers and merchants worldwide
- You will own a broad mandate spanning customer service, merchant servicing, fraud operations, complaints, vendor management, workforce management and oversight (Quality Assurance and risk) across diverse geographies
- As a leader, you are expected to think strategically, deliver measurable results, and create the operational infrastructure that becomes the blueprint for Affirm’s global servicing model
- 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 mentorAlign 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 launchesAct 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 operationsContractual & 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
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Serving over 21 million consumers and over 300,000 merchants, the company offers flexible payback options ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company benefits
- Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
- Supportive Communities: Get involved with our employee resource groups and community groups
- Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
- Generous Time Off: Take the time you need when life happens
- Health Benefits: Get a plan that fits your needs
- Mental Healthcare: Take care of your mind with great mental health programs
- Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & Development: Engage in exciting learning programs to level up your growth
Company HQ
Chinatown, San Francisco, CA
Leadership
Max Levchin
(Co-Founder & CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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