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 aims to provide better financial products to improve the lives of consumers. We need an exceptional program manager to scale operations, support our growing business and lead vendor operations and manage relationships. The ideal candidate will have strong knowledge of customer care & fraud operations, business acumen and judgment with the ability to contribute to cross functional programs/projects, build new processes and evaluate the effectiveness of existing ones, drive continuous improvements and support the implementation of change in various forms to support new businesses, vendors and partners.
What You’ll Do
Manage a network of BPO vendors who serve our Fraud Ops team; hold vendors accountable to Key Performance Indicators which include, but are not limited to: SLAs, compliance and contractual obligations.
Participate in the end to end process of selecting and on-boarding new vendors, including design and roll out of RFP, vendor selection, contract negotiating, risk assessment and on-boarding of new locations
Develop a deep understanding of Affirm’s business and workforce strategies, and combine that knowledge with an understanding of industry standards to develop and deliver on Key Performance Indicators.
Partner cross functionally to propose improvements or changes to drive better outcomes for customers and/or agents. This includes the analysis and evaluation of existing and new processes to determine effectiveness in efficiency, delivery of experience expectations, and reduction of internal friction around multiple touches, delayed workflows, etc.
Identify, and promote operational strategies focused on best in class industry standards to develop and deliver on Key Performance Indicators.
Periodic review of contractual terms with strategic outsourcing partners to identify contractual improvement areas and develop plans of action.
Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment.
Engage with internal customers and our business partners to deliver new and innovative customer care capabilities, both in lead and support roles for Vendor Management
Provide consultative support in partnership with internal departments to drive decisions impacting service delivery and customer experience
Establish vendor relationships that drive confidence, accountability, support, and strategic alignment through meaningful engagements and initiatives
What We Look For
5+ years of equivalent experience in an Customer Support or Fraud Ops setting
Prior vendor or operations management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services is a big plus.
Outsourcing partnership experience and knowledge of outsourcing landscape including legal, financial and technology components of outsourcing
Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
Prior project and process management (lean six sigma) experience highly desirable and/or IAOP certification is desirable
Demonstrated understanding of underlying consumer operations workflow & technology
Prior experience in consumer lending or financial services a plus
Self-starter with strong sense of urgency and accountability
Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new things
Experience performing well in a highly dynamic, rapidly changing environment
Flexible, adaptable, proactive and self-motivated
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
Travel to vendor locations as needed (less than 10%)
Pay Grade - USA67
Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.
USA base pay range (CA, WA, NY, NJ, CT) per year:
Min: $105,900
Mid: $121,800
Max: $137,700
USA base pay range (all other U.S. states) per year:
Min: $84,700
Mid: $97,500
Max: $110,200
Please note that visa sponsorship is not available for this position.
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
We 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.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy for applicants within the United States, the EU Employee Notice Regarding Use of Personal Data (Poland) for applicants applying from Poland, the EU Employee Notice Regarding Use of Personal Data (Spain) for applicants applying from Spain, or the Affirm U.K. Limited Employee Notice Regarding Use of Personal Data for applicants applying from the United Kingdom, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
United States
