Manager - International Servicing Operations

Reporting to the Global Director of Operations Service Delivery, the Manager, International Servicing Operations will be responsible for overseeing all aspects of customer service, merchant servicing, fraud operations, complaints, vendor management and workforce management for Affirm’s international business.

We’re looking for a hands-on leader skilled in leading a multi-disciplinary team including process designers, trainers & quality assurance specialists as well as manage BPO vendors responsible for delivering frontline support to Affirm’s customers. This role will ensure service level adherence across all contact channels, geographies, languages, and products. This role will also be responsible for creating an organization that serves as an incubator for our global servicing model, adapting and innovating for new markets Affirm chooses to do business in.

What You'll Do

• 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

What We Look For

• 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.

Pay Grade - K
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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

GBR base pay range per year: £86,000 - £126,000

Please note that visa sponsorship is not available for this position.

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