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Program Manager, Operations Expansion - Customer Care

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 proudly includes Returnly.

Affirm strives to provide better financial products to improve the lives of consumers. We need a Program Manager to lead initiatives that scale Customer Operations and to support our growing business and adapt our existing operating models. The ideal candidate will have strong discernment and judgment with the ability to lead cross-functional programs and projects independently, influence peers without direct authority, and strong execution skills.

This role requires a background in project, program and/or process management to plan and implement operational expansion and improvement programs. This person will also assist the team with designing and implementing a new project framework, decision making framework, and reporting framework as we revamp the Operations PMO. This person will be willing to take a chance, try something new, and enjoy working in a complex, constantly evolving environment. Read as: continuously working with ambiguity.

What You'll Do:

Utilize operational requirements and scoping documentation to create project plans, schedule and budget plans and manage project execution
Identify project stakeholders; managing expectations through the project lifecycle
Implement and manage project communication plans
Partner with cross-functional 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, Steering Committees and reporting to drive issue resolution and decision making
Manage project Risk, Issues, Actions & Dependencies including the processes for logging and tracking

What We Look For:

4+ years of direct program and project management experience with a Bachelor's degree; 5-7 years of professional experience
Self-starter who can drive execution and accountability during high impact change and projects
Demonstrated ability to communicate and lead cross-functional team members, partners and influence decision making
Outstanding organizational skills and acute attention to detail
Process management experience
Understanding of underlying operations workflow & technology
Skilled in focusing on desired results, figuring out is relevant, clarifying next steps and prioritizing work effectively to meet timelines and achieve desired results

Location - Remote U.S.

Grade - USA29

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 can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.

All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.

[Colorado Candidates] In accordance with Colorado's Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.

If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways—not just candidates who check all the boxes.

Inclusivity:

At Affirm, People Come First is one of our core values, and that's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.

We also 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.

By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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