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Salary: CAD 101,000 - 151,000 / annual
Affirm is seeking a Fraud Operations Manager to lead multiple fraud operations teams and pods, including those focused on disputes and compliance. This is a strategic leadership role responsible for overseeing operations, developing people leaders and individual contributors, and executing a strategy to improve team function and drive scalable efficiency.
Key responsibilities include leading and developing talent across specialized teams, providing ongoing feedback, performance management, and career development. You will drive team performance using metrics such as productivity, quality, customer outcomes, and service levels, while fostering a high-performing, engaged team environment in a fast-paced setting.
You will define and champion a clear operational strategy and roadmap to significantly improve the function, efficiency, quality, and compliance of assigned teams. This includes driving operational excellence by leveraging domain expertise to identify and implement transformational changes that simplify investigator workflows. You will ensure full accountability for service levels and productivity, proactively managing queue health through data-driven burn down plans.
Cross-functional alignment is critical. You will translate broader business goals into clear team-level objectives with transparent communication. You will 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, and research and resolve risk events stemming from process breakdowns.
Required qualifications include 6+ years of direct experience in disputes, fraud risk prevention and detection within FinTech/tech industry, and 5+ years in fraud management or related people management roles with proven experience leading managers or senior ICs. You should demonstrate success setting strategy and delivering large-scale operational change with measurable impact. Strong strategic planning, risk management, and prioritization skills are essential, along with exceptional executive communication and influence abilities. Experience with AI project-driven initiatives, Lean Six Sigma, continuous improvement practices, and data-driven methodologies is valued. Working knowledge of scripting and querying languages (Python, SQL) is a plus.
