Senior Customer Operations Manager

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.

• →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 mentorAlign 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 launchesAct 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 performance—developing 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 operationsContractual & 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.

• 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 analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner.
• 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.