Note: The job is a remote job and is open to candidates in USA. Affirm provides transparent, predictable payment solutions that allow people to pay over time without hidden fees. The Fraud Operations Manager will lead multiple fraud operations teams and pods, develop people leaders and individual contributors, and set strategies that improve efficiency, quality, compliance, and team performance. The role also drives cross-functional alignment, manages risk events, and oversees operational service levels.
Responsibilities
- 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
- 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
- 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
Skills
- 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
- Equity rewards
- Monthly stipends for health, wellness and tech spending
- 100% subsidized medical coverage for employees and their dependents
- Dental and vision coverage for employees and their dependents
- Remote-first work with flexibility built in
- In-person onboarding experience for all new hires
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Flexible time off and generous holiday calendars
- Employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.
Company Overview