Description
At Affirm, we exist for the moments that matter,giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
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.
Responsibilities
- Lead & Develop Talent: 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.
- Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment.
- Partner with recruiting to hire, onboard, and retain top talent.
- 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.
- Drive operational excellence by leveraging domain expertise to identify and implement transformational changes and efficiencies that simplify investigator workflows.
- 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.
- Drive Cross-Functional Alignment: Translate broader business goals into clear team-level objectives, providing clear, transparent communication to ensure operational alignment.
- Proactively identify and mitigate systemic issues by looking beyond standard reporting and collaborating with cross-functional partners.
- 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.
Requirements
- 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.
- Exceptional executive communication and influence skills, with the ability to align diverse stakeholders.
- Proven experience in leading teams through major change and comfort with ambiguity.
- Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected.
- 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.
Benefits
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.