SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 130,000 - 0 / annual
Affirm is reinventing credit to make it more honest and friendly, offering buy-now-pay-later solutions without hidden fees or compounding interest. The Operations team delivers seamless customer experiences, enables new product capabilities, and ensures operational excellence across strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.
As a Fraud Operations Manager, you will lead a critical, strategic role overseeing operations across multiple Fraud Operations teams and pods, including those focused on disputes and compliance work. You will manage and develop people leaders and individual contributors, defining and executing strategy to improve team function and drive scalable efficiency while cultivating a high-performance, psychologically safe culture.
Key responsibilities include:
**Lead & Develop Talent:** Coach and develop a group of people leaders and ICs across specialized teams/pods, providing ongoing feedback, performance management, and career development. Drive team performance using metrics such as productivity, quality, customer outcomes, and service levels. Foster a high-performing, engaged environment in a fast-paced setting. 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 improve function, efficiency, quality, and compliance of assigned teams/pods. Drive operational excellence by identifying and implementing transformational changes that simplify investigator workflows. Ensure accountability for service levels and productivity, proactively managing queue health through data-driven burn down plans.
**Drive Cross-Functional Alignment:** Translate business goals into clear team-level objectives with transparent communication. Proactively identify and mitigate systemic issues by collaborating with cross-functional partners. Serve as the escalation point for complex merchant, user, or internal stakeholder issues, establishing robust incident resolution frameworks. Research and resolve risk events from process breakdowns.
Required qualifications: 6+ years of direct experience in disputes, fraud risk prevention and detection within FinTech/tech; 5+ years in fraud management or related people management roles, including leading managers or senior ICs; demonstrated success setting strategy and delivering large-scale operational change with measurable impact; strong strategic planning, risk management, and prioritization skills; exceptional executive communication and influence; proven experience leading teams through major change; comfort with ambiguity; ability to maintain composure as a role model. Preferred: experience with AI project-driven initiatives, Lean Six Sigma, continuous improvement practices, data-driven methodologies, and working knowledge of scripting/querying languages (Python, SQL).
