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.