Job details

Customer Experience Senior Program Manager

Remote US

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 adapt the servicing operating model based on the new or differentiated products . The ideal candidates will have strong business acumen and judgment with the ability to lead cross functional programs/projects, build new processes, drive continuous improvements and implement technology to support new businesses, vendors and partners.

This role requires a strong background in customer/merchant servicing space. The project and process management to plan and implement complex operational programs that can spread across a multitude of servicing landscapes including but not limited to launch and scaling key merchants/partners, geo expansions, new product scaling and new channel expansion. In addition to that, a strong candidate will need to be well versed in financial services.

What You’ll Do

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.

What We Look For

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

Base Pay Grade - N

Equity Grade - 9

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $190,000 - $240,000

USA base pay range (all other U.S. states) per year: $169,000 - $219,000

Please note that visa sponsorship is not available for this position.

LI-Remote

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.