Manager, Workforce & Vendor Management

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.

Reporting to the Senior Manager of Servicing Operations, the Manager of Workforce & Vendor Management will be accountable for the management of the outsourcing team responsible for real time planning and intra-day monitoring (80% of job function) to ensure that service level and performance measures are met. In addition, this position will lead a team of internal WFM analysts that are responsible for strategic business deliverables and critical business impacts (20% of job function).

The Outsource Workforce Management teams ensure we meet the service level targets in conjunction with business cost optimization through management of adjusting schedules real time to meet the demands of the business requirements.

What You’ll Do

• Develop, maintain and optimize WFM processes/efficiencies, engaging across the company and providing high-quality resolutions to our customers' needs and managing to our quality standards 

• Manage the WFM outsource vendor performance to ensure performance deliverables are exceeding requirements

  • Ensure thorough communication and prioritization of business goals daily

  • Hold vendors accountable to Key Performance Indicators which include, but are not limited to SLA, compliance and contractual obligations.

  • Develop a deep understanding of Affirm’s business and workforce strategies, and combine that knowledge with an understanding of industry standards to continue to develop teams.

  • Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment

  • Provide consultative support in partnership with internal departments to drive decisions impacting service delivery and customer experience

  • Establish vendor relationships that drive confidence, accountability, support, and strategic alignment through meaningful engagements and initiatives

  • Manage the vendors performance through data analytics and partner relationship management

  • Site visits to build relationships, conduct site audits and side by side to ensure proper tool assessments and usage

• End to end ownership of performance while ensuring thorough communication throughout the organization. This includes keeping key stakeholders informed of any real-time impactors (spike in volumes, outages, etc.) and providing recommendations on mitigating the impact. These impacts could require after hours support (Overnights, weekends and evening hours)

• Creation of data analysis, including, trends, root cause impacts, what/ if data scenarios, cost scenarios while leveraging performance data and analysis to propose improvements. From that data, pivoting the business to ensure performance impacts are addressed in addition to reporting out to leadership of …