Manager, Fraud Operations

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

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