Remote Senior Manager

Summary

Join Affirm's Operations organization as a Senior Manager of Process Excellence, leading the Process Excellence team to develop and implement impactful programs, ensuring efficient customer experiences.

Requirements

• 8+ years of experience in Project Management, Continuous Improvement, Product Operations, Business Consulting or a related field
• 4+ years of experience in leading teams
• Certification in Six Sigma, Project Management, Design Thinking, or a similar discipline
• Proven experience in designing business processes that enhance end-user experience, mitigate business risk, and improve workflow efficiency
• Experience in driving decisions within a regulatory environment
• Demonstrated success in leading complex, cross-functional programs and teams
• Proficiency in analyzing, documenting, and mapping operational processes through workflows

Responsibilities

• Act as the primary liaison for internal and external partners, leading project planning and product integrations with a focus on building strong relationships, coordinating cross-functional team efforts, and aligning partner priorities with our strategic goals
• Employ a data-driven approach to decision-making, providing the team with quantitative and qualitative insights to support strategic initiatives
• Establish and maintain a robust feedback loop for products and features, analyzing customer experience data and performance indicators to advise and refine product strategies
• Oversee the quality of service and product delivery, managing incidents and supporting your team in resolving service-related issues
• Drive the end-to-end lifecycle of product changes, managing cross-functional project members to ensure timely and effective project delivery
• Lead key change management projects, utilizing metrics and data to measure impact and identify opportunities for future improvements
• Collaborate with product and engineering partners to enhance their understanding of current customer experiences and identify existing opportunities for improvement
• Represent your team in cross-functional forums and act as the primary point of contact for planning and prioritization discussions
• Communicate regularly with stakeholders across the company, providing updates on KPIs, OKRs, and program impact

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