Manager, International Servicing Operations

Summary

Join Affirm as the Manager, International Servicing Operations, overseeing customer service, merchant servicing, fraud, complaints, vendor management, and workforce management for international operations. You will lead a multi-disciplinary team, manage BPO vendors, ensure service level adherence, and create a global servicing model incubator. Responsibilities include setting strategic direction, managing daily operations, driving continuous improvement, identifying operational risks, partnering with cross-functional teams, reporting performance, and fostering a high-performance culture. The ideal candidate possesses 5+ years of management experience in financial services or fintech, proven vendor management skills, a track record of high customer satisfaction, and strong analytical and communication abilities. Affirm offers competitive benefits, including 100% subsidized medical, dental, and vision coverage for you and your dependents, flexible spending wallets, competitive time off, and an ESPP.

Requirements

• 5+ years of experience within a management or leadership position, preferably with experience in financial services, fintech, or complex operational or multi-level organizations
• Prior vendor management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks
• Proven track record of delivering high levels of customer satisfaction while driving operational efficiencies
• 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
• Experience in creating customer care teams by developing empathetic people managers and a team of customer advocates and product evangelists
• Strong customer experience focus, with a passion for delighting customers with each interaction
• Proven experience of financial acumen related to servicing and operations cost and impact
• Experience attracting, leading, and inspiring talented, diverse professionals across geographically distributed teams

Responsibilities

• Build and lead a high-performing team accountable for Affirm’s international operations
• Set the strategic direction in partnership with Operations Leadership for scaling the team to serve international markets
• Manage day-to-day operations and performance of Affirm’s operation including work carried out by Affirm’s BPO vendors in these markets focusing on qualitative and quantitative targets to improve overall customer experience and productivity
• Drive continuous improvement of KPIs and customer experience data points
• Ensure the team identifies regulatory and/or operational risks, monitors and tracks these risks, and embeds operational controls to reduce their likelihood, in consultation with Risk, Legal, and Compliance teams
• Partner with cross-functional teams to support global expansion, developing repeatable and scalable servicing strategies that account for the nuances of each new geography
• Use strong presentation and communication skills to report performance, key findings, and recommendations to management and business leadership teams
• Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Equity rewards offered by Affirm Holdings, Inc. (parent company)
• Monthly stipends for health, wellness and tech spending
• 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
• Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment