The opportunity
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.
What you'll do
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
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.
What they're looking for
- 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.
- 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
