Fraud Operations Leader: Strategy, Growth & Impact

Affirm; Minneapolis (MN); On-site; USD 115,000 - 180,000; Full time

Benefits offered by this job

100% employer-paid health coverage

Monthly tech & wellness stipends

Flexible time off & holidays

Employee Stock Purchase Plan (ESPP)

Job summary

Affirm is seeking a Fraud Operations Manager to lead multiple fraud operations teams and define a strategy to improve efficiency, quality, and compliance across disputes and risk prevention. You will build capability by developing leaders and ICs while driving data-driven improvements in a fast-paced environment.

You will cultivate a high-performance, psychologically safe culture, align cross-functional partners, and advance investigations with AI-enabled tools, keeping customer outcomes central

Qualifications

• 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.

Responsibilities

• Lead, coach, and develop a group of people leaders and ICs across multiple teams.
• Drive team performance using 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.
• 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
• Research and resolve risk events stemming from process breakdowns.

Skills

Fraud risk management

Leadership

Strategic planning

Executive communication

Change management

AI initiatives

Lean Six Sigma

Python/SQL basics

Job description

Affirm is seeking a Fraud Operations Manager to lead multiple fraud operations teams and define a strategy to improve efficiency, quality, and compliance across disputes and risk prevention. You will build capability by developing leaders and ICs while driving data-driven improvements in a fast-paced environment.

You will cultivate a high-performance, psychologically safe culture, align cross-functional partners, and advance investigations with AI-enabled tools, keeping customer outcomes central