At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
About the Operations team
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.
About the role
As a Fraud Operations Manager, you will play a critical, strategic leadership role responsible for overseeing operations across multiple Fraud Operations teams and pods, including those focused on disputes and compliance work. You will lead and develop people leaders and Individual Contributors (ICs) and be accountable for defining and executing a strategy to improve team function and drive scalable efficiency. A primary focus is cultivating a high-performance, psychologically safe culture that ensures teams meet business objectives, including productivity and accuracy, while fostering a strong sense of belonging, inclusion, and personal development.
What you'll do
Lead & Develop Talent
- 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
Set Strategy & Own Program Performance
- 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.
Drive Cross-Functional Alignment
- 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.
What we look for
- 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.
Base Pay Grade - J
Equity Grade - 6
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 equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
USA base pay range (CA, WA, NY, NJ, CT) per year: $130,000 - $180,000
USA base pay range (all other U.S. states) per year: $115,000 - $165,000
#LI-Remote
Remote-first with flexibility built in
Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.
Benefits designed for you
Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.
We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.
For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.
By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.
Skills Required
- 6+ years of direct experience in disputes and fraud risk prevention and detection within the FinTech or technology industry
- 5+ years of experience in fraud management or related people management roles
- 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 stakeholder influence skills
- Experience leading teams through major change and comfort with ambiguity
- Experience with AI project-driven initiatives, such as AI-enabled tools, agent assist, or automation
- Experience with Lean Six Sigma, continuous improvement practices, or data-driven methodologies
- Working knowledge of scripting and querying languages such as Python or SQL
What the Team is Saying
Affirm Compensation & Benefits Highlights
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Affordable Benefits — Zero-premium healthcare for employees and dependents is highlighted, with the benefits portal showing $0 payroll contributions and company-paid premiums for medical, dental, and vision in 2026. Transparent plan-cost displays further underscore the low out-of-pocket burden.
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Leave & Time Off Breadth — A wide mix is outlined, including Flexible Time Off for exempt employees, 20 accrued vacation days for non-exempt employees, Health Days, Bereavement, Life Happens leave, jury duty, and company-wide Away Days to reduce distractions. These programs collectively point to generous paid time provisions beyond standard PTO.
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Wellbeing & Lifestyle Benefits — No‑cost mental health support is offered via Lyra, and Forma-administered wallets provide substantial monthly stipends (e.g., Lifestyle and Tech) along with a S.A.F.E. family‑building wallet with a $20,000 lifetime maximum. This combination indicates strong support for everyday wellness and major life events.
Affirm Insights
What We Do
At Affirm, we help people say yes to the things that matter with flexible, transparent ways to pay over time. No hidden fees, no compound interest, and no fine print—just a smarter way to spend.
Why Work With Us
Who is an Affirmer? /noun/ Someone who believes finance shouldn’t be complicated. We come from a diverse set of backgrounds and we’re driven by the desire to improve lives through honest financial products. We define success by challenging one another to bring our best ideas to every single project—and we have fun while doing it.
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Affirm Offices
Remote Workspace
Employees work remotely.
Affirm is a remote-first company! Our employees can work anywhere in the U.S. but if an office is more your style, we have office locations in San Francisco, Chicago, New York City, and Pittsburgh.
