Senior Manager, Process Excellence

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.

As the Senior Manager of Process Excellence, you will play a pivotal role in leading the Process Excellence team within our Operations organization. We are seeking a dynamic leader with a robust background in process improvement, data analysis, and project management, who is passionate about creating efficient, effective, and positive customer experiences. In this role, you will guide your team in developing and implementing impactful programs, ensuring that our servicing teams are equipped with the tools, training, and resources necessary to excel. You will craft and execute strategies to drive continuous improvement and foster cross-functional collaboration.

What You’ll Do

• 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.

What We Look For

• 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.

Pay Grade - M

Equity Grade - 5

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.)

CAN base pay range per year: $142,000 - $192,000

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.

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