[Hiring] Senior Customer Operations Manager @Affirm

Role Description

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.

• 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.
• Think strategically, deliver measurable results, and create the operational infrastructure that becomes the blueprint for Affirm’s global servicing model.
• Establish Affirm’s international delivery function, including scalable organization design, setting up vendor/augmented roles, and defining and delivering operational playbooks.
• Define and own the roadmap for international operations and expansion in partnership with product, compliance, engineering, and global operations leadership.
• Oversee daily operations through augmented staff and BPO vendor delivery across markets, ensuring adherence to SLAs, quality standards, and regulatory requirements.
• 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.
• Collaborate with Product, Engineering, Risk, and Commercial teams to design market-ready servicing solutions and support big merchant launches and new product launches.
• Attract, inspire, and retain world-class talent across geographies.
• Negotiate and manage vendor contracts (BPOs, captive as a service partners), ensuring cost efficiency, SLA adherence, and performance accountability.

Qualifications

• 12+ years of experience in international operations, global service delivery, or scaling complex, regulated businesses; fintech or financial services strongly preferred.
• 7+ years in leadership roles, including building teams and functions from scratch and leading globally distributed teams.
• Proven experience establishing international servicing operations including BPO vendor management, workforce strategy, process, training, and quality assurance.
• Strong vendor management acumen: negotiating contracts, holding partners accountable, and driving high performance across regions.
• Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner.
• Track record of delivering operational excellence at scale—balancing customer satisfaction, regulatory adherence, and cost efficiency.
• Demonstrated success in navigating regulatory landscapes across multiple markets.
• Financial acumen to model operational costs, efficiency gains, and investment trade-offs.
• Executive-level influence: skilled at presenting insights, shaping strategy, and driving alignment at the most senior levels.
• Thrives in a fast-paced environment with constant change and a rapidly growing team.
• Makes measured, objective, data-driven decisions.
• Forward-thinking mindset with the ability to problem-solve complex issues to drive shared goals and outcomes across internal and external teams.
• Ability to operate as both a strategist and executor, comfortable shifting from long-term planning to in-the-weeds problem solving.
• Experience building customer-obsessed teams that elevate the end-user experience in every market served.
• Willingness to travel globally (30–40%) to support market launches, vendor oversight, and team development.

Requirements

• Compensation: Base pay range per year: €100,000 - €140,000.
• Pay Grade - N, Equity Grade - 5.
• 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).
• Employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

Benefits

• 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.