Affirm is hiring a
Customer Experience Senior Program Manager

Summary

Join Affirm's team as a Program Manager to scale operations, support our growing business, and adapt the servicing operating model based on new or differentiated products.

Requirements

• 7+ years of relevant experience
• Prior project management experience (PMP is nice to have). Process management experience (lean six sigma black belt nice to have)
• Demonstrated understanding of customer care, fraud and merchant operations, processes and systems including key metrics
• Good knowledge of how shared services operate
• Experience in services, operations and/or sales
• 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
• 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

Responsibilities

• Work in lock step with the product, engineering and operations team and lead cross-functional discovery and scoping sessions to bring structure and life to planned and ad-hoc initiatives around process optimizations and automations, expansion programs(geo launch/merchant launch) and/or efficiency improvements program
• Create project scope, schedule and budget plans and manage the team projects execution Identify project stakeholders managing expectations through the project lifecycle
• Partner with cross-functional leads like process, knowledge and risks, training and development and service delivery leads and peer project managers to coordinate planning and oversee dependencies to successfully operationalize programs
• Manage post-launch monitoring and ensure that the new products/merchants servicing cost and unit economics are within the expectation or in parity with the existing product lines
• Drive project governance framework such as Working Groups, participate in the weekly business reviews(as needed) to drive awareness, issue resolution and decision making
• Establish and reinforce an analytical and data driven culture both within the team and across the company in partnership with Product, Analytics, Engineering and the broader business
• Develop a communications plan setting out who is going to receive messages about the project, when and in what format
• Project Risk, Issues, Actions & Dependencies including the processes for logging and tracking

Benefits

• 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