Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly.
Affirm aims to provide better financial products to improve the lives of consumers. We need an exceptional Customer Operations Support Manager to help scale operations, support our growing business and adapt to the changing landscape based on new or differentiated business needs. The ideal candidates will have the ability to lead cross functional programs/projects, build new or refining existing operating models, drive continuous improvements and foster change to support new businesses, vendors and partners. We are looking for someone with a background in Customer Operations, project or process management, and demonstrated business acumen and sound judgment.
This role requires an experienced and dynamic collaborator with deep operational knowledge. It will require the ability to align teams of contributors to deliver exceptional outcomes associated with optimization and scaling initiatives on time and within budget. The Customer Operations Support Manager will report directly to the Senior Director of Customer Operations.
What You’ll Do:
- Work in lock step with the Customer Operations, Training, Process Excellence, Program Management, Product, Engineering teams to support the delivery of projects varying in complexity and scope that ladder up into Affirm’s strategic vision and goal.
- Coordinate the Customer Ops team in managing specific initiatives from inception to completion, ensuring that all activities, including scoping, planning, executing, implementing, post-launch monitoring, and ramp are effectively and efficiently coordinated and completed on time
- Partner within the Customer Ops team to assist in the definition of project scope and objectives, involving all relevant Affirm stakeholders and ensuring benefit realization and feasibility
- Support cross-functional discovery and scoping to deliver business requirements to planned and ad-hoc initiatives around optimizations, efficiency improvements, or operational programs
- Develop a mechanism to monitor and track progress and manage the team projects, goals, initiatives, remediations, etc and manage changes in scope or schedule
- Delegate deliverables or engage team members based on individual strengths, skill sets, development goals and experience levels
- Partner with cross-functional team leads and managers to coordinate and oversee dependencies to successfully deliver on outcomes or programs
- Conduct benefit realization measurements ensuring the desired outcomes and efficacy of initiatives are in line with expectations
- Cascade business updates and operational program updates to the greater Customer Operations team
- Serve as primary point of contact for cross functional teams contributing to highly dependent initiatives ensuring a streamlined and synergistic delivery of requirements
- Perform other related duties as assigned
What We Look For:
- Bachelor's degree in Business, Finance, Engineering, or similar degree or equivalent practical experience
- Prior project management experience . Process management experience (lean six sigma black belt nice to have)
- Demonstrated understanding of customer care operations, processes and systems including key metrics
- Experience managing stakeholders and contributors in services, operations and/or sales. Prior experience in consumer lending or financial services a plus
- Solid organizational skills including attention to detail and multitasking skills
- Self-starter with strong sense of urgency and accountability
- Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new things
- Skilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines and achieve desired results
- Ability to make discretionary decisions based on research, with certain degree of creativity and latitude
Location - Remote Canada
Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado’s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.
At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.
We also believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
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