Director of Engineering, Servicing Platforms

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

Affirm is revolutionizing credit by offering honest and friendly buy-now-pay-later solutions without hidden fees or compounding interest. Our Consumer Servicing organization is seeking a Director of Engineering, Servicing Platforms. This critical role will lead the engineering group responsible for the core technology that underpins customer success and satisfaction post-purchase. You will collaborate with cross-functional stakeholders in product, operations, and legal to ensure the platform is reliable, compliant, and scalable. This leadership position will oversee a broad range of responsibilities focused on customer satisfaction, including:

• Self-service and agent-facing systems for account management.
• Resolution flows for disputes and refunds to build customer trust.
• The credit reporting platform, essential for customer financial success.

We are deeply committed to customer experience and this role will be instrumental in upholding Affirm's high standards. Join us in building a respected and enduring financial services brand founded on honesty and trust.

Responsibilities

• Own and Deliver: Take ownership of a portfolio of teams and products aligned with key company objectives, ensuring inspection and delivery of results through your management team.
• Strategic Vision: Develop and articulate a multi-year strategy for your organization, proactively defining the direction and fostering alignment with Product, Design, and business partners to ensure your vision supports company-level goals.
• Team Building & Leadership: Build and develop your team, including the next generation of leaders at Affirm, with a people-first approach. This involves managing the full talent lifecycle and cultivating a culture of care, psychological safety, and continuous growth.
• Technical Health: Ensure the technical integrity of your organization's systems. Champion a culture that balances operational excellence with innovation, and be accountable for the quality and availability of your services.
• Organizational Health: Proactively manage and nurture the well-being of your organization, ensuring that delivering results does not compromise the long-term health of your team.
• Engineering Influence: Act as a key contributor within the broader engineering organization. Build strong, collaborative relationships with fellow leaders to resolve complex misalignments and influence the company's technical direction through close partnership.

What We Look For

• Proven Results: A history of delivering impactful results, demonstrating a clear bias for action, taking ownership of strategic objectives, and driving them to completion through ambiguity.
• Experienced Engineering Leader: Significant experience managing other managers, with a deep expertise in growing great managers and a strong investment in their success.
• Long-Term Vision: The ability to set and execute a long-term vision, successfully guiding teams through technical, organizational, or strategic challenges and ambiguity.
• People-First Team Builder: A track record of attracting senior, diverse talent and a deep commitment to creating a culture of care and growth, evidenced by strong team followership.
• Technical Credibility: Deep technical understanding that commands respect from senior engineering teams and the ability to drive accountability for architecture, system health, and software quality.
• Business Acumen: A business owner mindset with strong operational and business acumen, including experience in organizational design and prioritizing investments for maximum leverage.
• Clear Communication & Influence: Ability to communicate with clarity and conviction, building influence through strong relationships and fostering necessary partnerships to achieve goals.