Director, Customer Resolutions
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm proudly includes Returnly.
The Customer Resolutions team which is responsible for Collections and Recoveries on the Affirm portfolio is supported by multiple supplier partners in multiple countries supporting multiple Affirm geos.
The Director of Customer Resolutions will lead the collections operations function in support of Affirm’s Canada and International business, informing and operationalizing collections strategies, partnering across the company to build out fraud capabilities on a global scale, and leading the team in day to day operational execution. The Director of Customer Resolutions will be responsible for working cross functionally for mitigating loss, efficiently scaling the operations team, prioritizing customer outcomes, and improving tooling and reporting, while ensuring that Affirm’s brand and values are represented.
The successful candidate will have outstanding team leadership and communication skills; robust analytical skills and be confident using data to drive insights and strategy; experience implementing robust and scalable processes; familiarity with implementing market-leading technology tools; and the ability to work cross-functionally with other departments including fraud strategy, risk, technology, and compliance.
What You'll Do
- Lead the Collections and Recoveries operations team that oversees and operationalizes Affirm's repayment strategies
- Partners with all business stakeholders, internal and external, to build and operationalize tooling, scoring, recoveries and account prioritization across a global footprint
- Analyze data to drive improvements to deliver best in class practices relating to all collection metrics
- Develop and own reporting, OKRs and KPIs for the international operations team
- Partner with cross functional stakeholders to develop and implement strategy changes
- Work closely with Affirm and Affirm Canada senior management and technology teams to drive technology-based process improvements
- Remain knowledgeable about market trends related to fraud mitigation procedures, policies and specific technologies in the US and non US market’s Affirm serves
- Ensure compliance with all applicable regulations
What We Look For
- 10+ years experience in a similar role in Collections, Recoveries, or Risk Operations/Strategy role
- A strong team leader with a focus on employee engagement and empowerment
- Proven experience driving robust outcomes in operational performance through strategy evolution, technology, and data driven insights
- Strong analytical skills
- Ability to develop strong relationships across the organization
- Ability to structure unstructured problems with a proven ability to “find a way”
- Excellent written and verbal communication skills
- High level of organization and excellent attention to detail
- Strong, adaptable and flexible team player
- Strong knowledge of market trends related to repayment mitigation procedures, policies and specific technologies
Location - Remote U.S.
Grade - TBD
Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado’s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.
At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.
We also believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
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