Remote Director Service Strategy Operations

Summary

Join our Operations team as a highly motivated and experienced Director of Service Strategy and Operations! The scope of this role includes all customer and merchant assisted servicing, fraud operations, vendor supported servicing, and workforce management. As the Director, you will ensure service level adherence across all communication channels, geographies, languages, and products; develop people, manage their performance, and ensure conditions for success are in place.

Requirements

• 10+ years of relevant experience, preferably at B2B2C
• Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions
• Experience attracting, leading, and inspiring highly talented, diverse early and late career professionals across geographically distributed teams
• Proven experience of financial acumen related to servicing and operations cost and impact
• Experience in high-growth, technology-driven companies, with financial services or regulated industries preferred
• You're an advocate for the consumer and merchants across multiple dimensions, using multiple perspectives to guide effective communication with cross-functional stakeholders and executives
• This position requires either equivalent practical experience or a Bachelor’s degree in a related field

Responsibilities

• Lead, influence, and own Service Delivery strategy, outcomes, and execution for the team
• Establish and reinforce an analytical and data-driven culture both within the team and across the company in partnership with Product, Analytics, Engineering, and the broader business
• Drive business growth by enabling tools and services that allow for more effective and efficient servicing of consumers and merchants
• Partner closely with the Product, Engineering, and Analytics leaders and teams to create and align a Operations and Servicing strategy that supports our users, merchants, and company needs
• Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams
• Keep ahead of industry developments and apply best practices to areas of improvement
• Develop a high-performing team by defining talent needs, building a diverse team, and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in working together to solve problems
• Identify and implement strategic changes in the team to generate efficiencies and drive better customer & merchant experiences while ensuring the teams adhere to regulatory and compliance requirements

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount