Manager, International Servicing Operations

The Manager, International Servicing Operations at Affirm is responsible for overseeing all customer and merchant servicing, fraud operations, complaints management, vendor oversight, and workforce management for the company's international operations. This role focuses on ensuring that service levels are met across various contact channels and regions while driving continuous improvement in customer experience and operational efficiency.

Candidates for the Manager, International Servicing Operations role at Affirm should have at least 5 years of management experience, preferably in financial services or fintech. They must possess vendor management experience, a proven record of delivering high customer satisfaction, and the ability to make data-driven decisions. Strong communication, leadership, and analytical skills are also essential.

Affirm is committed to fostering a high-performance culture, which includes offering robust employee engagement initiatives and development programs for its Manager, International Servicing Operations. The role provides opportunities for coaching and mentoring, enhancing team performance, and enabling the manager to drive innovative servicing strategies that align with the company’s growth and global expansion.

The Manager, International Servicing Operations at Affirm will enjoy a remote-first working environment, allowing for flexibility in work location. The company emphasizes a collaborative culture, where cross-functional teamwork is encouraged to support global business strategies. Affirm's leadership values employee engagement and well-being, making it an exciting place for dynamic teamwork.

Affirm offers a comprehensive benefits package for the Manager, International Servicing Operations, including fully subsidized medical coverage for employees and their dependents, stipends for health and wellness, competitive time-off policies, and an Employee Stock Purchase Plan (ESPP) that allows employees to acquire shares at a discount.

When answering this question, focus on specific past experiences where you successfully led international teams, highlighting any challenges you overcame, such as cultural differences or communication barriers. Provide examples of strategies you implemented to foster collaboration and achieve team goals.

Discuss your methodology for evaluating vendor performance, holding them accountable to SLAs, and negotiating contracts. Emphasize your track record in fostering strong relationships with vendors and how adaptive vendor management has led to improved efficiency and service quality.

Mention specific KPIs such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Explain how analyzing these metrics helps you to make informed decisions that enhance the customer experience and drive operational improvements.

Provide a specific example of a challenge you faced in customer service and the steps you took to address it. Highlight the outcome of your actions, focusing on how it improved customer satisfaction and operational efficiency.

Discuss the importance of open communication and collaboration in resolving conflicts. Provide a scenario where you successfully mediated a disagreement and led the team toward a constructive resolution, reinforcing teamwork and unity.

Share your thought process on evaluating new markets and the necessity of understanding local regulations, culture, and customer preferences. Mention the significance of developing scalable and repeatable servicing strategies that cater to these differences.

Discuss your experience in collaborating with Risk, Legal, and Compliance teams to identify and monitor operational risks. Elaborate on how you embed compliance measures into daily operations to ensure that servicing adheres to legal standards.

Emphasize the importance of data in assessing performance indicators and making informed decisions. Provide examples of how you have effectively collected and analyzed data and used insights to drive continuous improvement within your operations.

Discuss techniques you use to foster engagement and morale within remote teams, such as regular check-ins, team-building activities, and recognition programs. Share specific instances where your efforts positively impacted team performance.

In your response, express your alignment with Affirm's values and mission. Mention how your skills and experiences make you a great fit for the role, and convey your enthusiasm for contributing to a company that prioritizes transparency and customer-centric solutions.