Senior Manager, Process Excellence

Summary

Join Affirm's Operations organization as the Senior Manager of Process Excellence, leading a team focused on process improvement, data analysis, and project management. You will guide your team in developing and implementing impactful programs, ensuring efficient and effective customer experiences. This role requires strong leadership, cross-functional collaboration, and a data-driven approach to decision-making. You will act as a liaison with internal and external partners, overseeing service quality and product delivery. The ideal candidate possesses extensive experience in project management, team leadership, and process improvement methodologies. Affirm offers a competitive compensation package including comprehensive health benefits, flexible spending stipends, and generous time off.

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

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Equity rewards
• 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
• Remote work