• Define strategic roadmap, set expectations for the servicing of our products, and incorporate into business strategy and organization wide Objectives and Key Results. • Enable accurate performance monitoring of Affirm’s operations with appropriate alerting and rapid remediation when performance deviates from organizational goals. • Drive business growth by enabling tools and services that allow for more effective and efficient servicing of consumers and merchants. • Provide oversight and continuously optimize operational outcomes to deliver exceptional customer experiences. • A successful leader will be highly collaborative and partner with many cross-functional stakeholders including: • Engineering & Analytics in the development, deployment, and operation of our products, services, and tooling. • Product, Finance, & Analytics to directly influence product strategy and roadmaps, reinforce an analytical and data driven culture, and drive development of our company wide OKRs and budget as part of Affirm’s planning process. • Legal & Compliance to identify and implement strategic changes that generate efficiencies and drive better customer and merchant experiences while ensuring the teams adhere to regulatory and compliance requirements. • Develop a high-performing team by defining talent needs, building a diverse team and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things and supported in working together to solve problems • Systematically handle all aspects of servicing and fraud operations for consumers and merchants.