• Drive client growth through operational optimization and new growth initiatives • Drive operational metrics (process throughput, defect rate, etc.) • Develop and standardize internal processes, reporting, training and documentation as we scale our customer base by 5-10x over the coming 12 months • Ensure the efficient and timely execution of all essential aspects of internal operations projects. • Engage in cross-functional collaboration with key internal stakeholders, including our Product, Engineering, Billing, Launcher, Account Management, and other Operations teams. • Contribute to the design and implementation of systems and processes that facilitate scalability and efficiency. • Breakdown complex, challenging business problems • Own execution and outcomes • Understand the business in-and-out to be proactive about solving emerging problems • Act as the primary point of contact for our largest and most complex accounts representing $1.2 - $1.5M in annual recurring revenue • Effectively manage client relationships, ensuring satisfaction and maximizing retention • Help junior members of the team manage their relationships by acting as an escalation point for their clients as needed • 10-20% travel required

• Provide Tier 1/2 support for data center systems and services. • Monitor performance/alerts; triage and remediate issues. • Perform routine maintenance, patching, firmware updates, backups, and health checks. • Handle racking/stacking, cabling, and hardware replacements. • Respond to incidents/outages; escalate and document RCAs. • Maintain runbooks, SOPs, and accurate tickets.

• Manage, scale, and optimize cloud environments used for data science workloads (e.g., AWS, Azure, GCP). • Provision, maintain, and optimize compute clusters for ML workloads (e.g., Kubernetes, ECS/EKS, Databricks, SageMaker). • Implement and maintain high-availability solutions for mission-critical analytics platforms. • Develop CI/CD pipelines for model deployment, infrastructure-as-code (IaC), and automated testing. • Build monitoring, alerting, and logging systems for cloud and ML infrastructure (e.g., CloudWatch, Prometheus, Grafana, ELK). • Automate provisioning, configuration, and deployments using tools such as Terraform, CloudFormation, or Pulumi. • Ensure smooth data ingestion, transformation, and model execution workflows. • Support data scientists with reliable, reproducible environments for research and development. • Collaborate with Data Engineering to maintain seamless integration between data pipelines and cloud systems. • Implement data science security controls and compliance requirements for cloud operations. • Conduct periodic risk assessments, patching, and governance reviews. • Support secure handling of sensitive financial and portfolio company data. • Partner with data scientists, machine learning engineers, and data engineers to support data-driven initiatives. • Serve as a technical advisor on cloud architecture, performance optimization, and operational excellence.

• 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.