Operations Director running Wonderly’s inside - sales team, which books home - service appointments for contractors. Owning staffing, coaching, processes, and revenue - driving performance metrics.
About the role
- Fraud Operations Manager leading disputes, compliance, and risk teams at Affirm, a buy-now-pay-later company. Driving operational strategy, efficiency, service levels, and team development.
Responsibilities
- Oversee operations across multiple Fraud Operations teams and pods, including disputes and compliance teams
- Lead, coach, and develop people leaders and Individual Contributors across specialized teams
- Provide feedback, performance management, and career development
- Drive team performance using productivity, quality, customer outcomes, and service-level metrics
- Partner with recruiting to hire, onboard, and retain talent
- Define and execute an operational strategy and roadmap
- Implement transformational changes and workflow efficiencies
- Manage service levels, productivity, queue health, and data-driven burn-down plans
- Translate business goals into team-level objectives and align cross-functional stakeholders
- Identify and mitigate systemic issues with cross-functional partners
- Serve as escalation point for complex merchant, user, and internal stakeholder issues
- Research and resolve risk events caused by process breakdowns
Requirements
- 6+ years of direct experience in disputes, fraud risk prevention, and detection within the FinTech/tech industry
- 5+ years of experience in fraud management or related people management roles
- Proven experience leading managers or senior Individual Contributors
- 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
- Exceptional executive communication and influence skills
- Proven experience leading teams through major change and comfort with ambiguity
- Ability to maintain composure and act as a role model when results are not as expected
- Experience with AI project-driven initiatives, AI-enabled tools, agent assist, or automation
- Experience in Lean Six Sigma, continuous improvement practices, and/or data-driven methodologies
- Working knowledge of scripting and querying languages such as Python and SQL is a plus
Benefits
- Monthly stipends for health, wellness, and tech spending
- 100% subsidized medical coverage for employees and dependents
- Dental and vision coverage for employees and dependents
- Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family forming expenses
- Competitive vacation and holiday schedules
- Employee stock purchase plan (ESPP) allowing employees to buy Affirm shares at a discount
- Reasonable accommodations during the hiring process
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