Manager, Fraud Operations

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.

Pay Grade - J

Equity Grade - 4

• 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.)

This posting is for an existing vacancy.

#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.