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Manager, Fraud Operations

Affirm· Fraud Ops
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Hybrid (Remote Canada)$101k - $151kfull-timePosted 1mo ago

About the role

Fraud Operations Manager leading across multiple Fraud Operations teams/pods (disputes and compliance) to improve function, drive scalable efficiency, and foster a high-performance, inclusive culture.

Responsibilities

  • Lead, coach, and develop a group of people leaders and ICs across multiple, specialized teams/pods
  • Drive team performance using metrics (productivity, quality, customer outcomes, service levels)
  • Foster a high-performing, engaged team environment in a fast-paced environment
  • Partner with recruiting to hire, onboard, and retain top talent
  • Define and champion an operational strategy and roadmap to improve efficiency, quality, and compliance
  • Implement transformational changes to simplify investigator workflows
  • Ensure accountability for service levels and productivity; manage queue health with data-driven burn down plans
  • Translate business goals into team objectives; communicate for operational alignment
  • Identify and mitigate systemic issues with cross-functional partners
  • Serve as escalation point for complex merchant/user/internal stakeholder issues; establish incident resolution frameworks
  • Research and resolve risk events from process breakdowns

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 leading managers or senior ICs
  • Experience 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
  • Exceptional executive communication and influence skills
  • Proven experience leading teams through major change and comfort with ambiguity
  • Experience with AI project-driven initiatives (AI-enabled tools, agent assist, or automation)
  • Experience in Lean Six Sigma, continuous improvement practices, and/or data-driven methodologies
  • Working knowledge of scripting & querying languages (e.g., Python, SQL) is a plus

Skills

Required:Disputes and fraud risk managementPeople leadershipStrategic planningData-driven decision makingCross-functional collaborationChange management
Nice to have:AI/automation awarenessLean Six Sigma / continuous improvementScripting & querying (Python, SQL)

Benefits

  • Health coverage at no cost for employees and dependents
  • Monthly stipends for tech setup and health/wellness options
  • Flexible time off and generous holiday calendar
  • Employee stock purchase plan (ESPP) at a discount
Last updated Sep 16, 2026. Interested? Apply on the company site.

About Affirm

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