Director, Service Strategy and Operations

We are seeking a highly motivated and experienced Director of Service Strategy and Operations to join our Operations team! The scope of the Director of Service Strategy and Operations includes all customer and merchant assisted servicing, fraud operations, vendor supported servicing and workforce management. On a day to day basis, the Director of Service Strategy and Operations must ensure service level adherence across all communication channels, geographies, languages, and products; including the development of people, managing their performance and ensuring that the conditions for success are in place. This also includes delivering the right outcome for our customers & merchants, upholding the Affirm brand, providing a positive employee experience and maximizing revenue while managing costs.

We are looking for a leader who has a strong analytical foundation supporting a rigorous operational & servicing mindset in conjunction with excellent collaboration skills. A successful candidate will be comfortable leading a team in this fast paced dynamic environment. They will have demonstrated business focused culture-building leadership, an ability to provide well reasoned input into company strategy, and align with our customers while balancing a healthy level of risk with an economically efficient servicing ecosystem.

Reporting to the Senior Vice President, Technical Programs & Operations, the role will be responsible for facilitating and supporting the short and long term strategies for the Service Deliver team, driving a roadmap of initiatives aligned to company goals and objectives and setting the strategy and course for the future growth and development of the team.

What you'll do

• 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 

What we look for

• 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

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Last updated on Mar 13, 2024