Senior Customer Operations Manager

Senior Customer Operations Manager

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Role Overview

Senior 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.

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.

What You'll Do

• 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 performancedeveloping 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.

What We Look For

Compensation & Benefits

Pay Grade - N

Equity Grade - 5

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

ESP base pay range per year : 100,000 - 140,000

Additional benefits include : Flexible Spending Wallets for tech, food and lifestyle Away Days - wellness days to take off work and recharge Learning & Development programs Parental benefits Employee Resource & Community Groups

Please note that visa sponsorship is not available for this position.

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We're extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include :

We believe it's on us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.