Manager, Fraud Operations (Fintech)

Location: Remote Canada; most roles can be performed almost anywhere within Canada, with occasional in-person office work possible and in-person onboarding for new hires.

Base pay: CAD 101,000–151,000 per year.

Company

Affirm provides transparent buy-now-pay-later payment solutions that let customers pay over time without hidden fees.

What you will do

• Lead, coach, and develop people leaders and Individual Contributors across multiple specialized fraud operations teams and pods.
• Manage performance using productivity, quality, customer outcomes, service levels, and queue health metrics.
• Define and execute an operational strategy and roadmap covering efficiency, quality, compliance, and scalable team performance.
• Drive process improvements that simplify investigator workflows and resolve risk events caused by process breakdowns.
• Translate business goals into team objectives and collaborate with cross-functional partners to identify and mitigate systemic issues.
• Act as the escalation point for complex merchant, user, and internal stakeholder issues and establish incident-resolution frameworks.

Requirements

• 6+ years of direct experience in disputes and fraud risk prevention and detection within the fintech or technology industry.
• 5+ years of experience in fraud management or related people management roles, including leading managers or senior Individual Contributors.
• 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, balancing short-term delivery with long-term capability building.
• Exceptional executive communication and influence skills, with the ability to align diverse stakeholders.
• Experience leading teams through major change and comfort with ambiguity.
• Ability to remain composed and act as a role model when facing barriers or unexpected results.
• Experience with AI project-driven initiatives, such as AI-enabled tools, agent assist, or automation for operational efficiency or knowledge management.
• Experience with Lean Six Sigma, continuous improvement practices, and/or data-driven methodologies for scalable efficiency.

Nice to have

• Working knowledge of scripting and querying languages such as Python or SQL.

Culture & Benefits

• Remote-first work environment with flexibility within the country of employment.
• 100% subsidized medical, dental, and vision coverage for employees and dependents.
• Monthly stipends for technology, health, and wellness spending.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan with the ability to buy Affirm stock at a discount.
• Inclusive interview process with accommodations available for candidates with disabilities.

Hiring process

• Affirm provides an inclusive interview process and accommodations for candidates with disabilities upon request.
• New hires attend an in-person onboarding experience.