This role requires a strong working knowledge of Affirm Customer Operations policies, procedures, and platforms coupled with experience or a highly developed interest in pursuing career development focused on program and vendor management. The ideal candidate should have a strong mindset for process improvement and analyzing business data and performance metrics to drive outcomes. In addition, a strong candidate will need to have a general understanding of contact center functionality.

What you’ll do: 

  • Assist in the management of a network of customer care providers; hold vendors accountable to Key Performance Indicators which include, but are not limited to: SLAs, compliance and contractual obligations.
  • Participate in the analysis and evaluation of existing and new processes to determine effectiveness in efficiency, delivery of experience expectations, and reduction of internal friction around multiple touches, delayed workflows, etc.  Partner cross functionally to propose improvements or changes to drive better outcomes for customers and/or agents.
  • Possess or working on developing a well rounded deep understanding of Affirm’s Customer Care business policies and procedures at various levels within the organization.
  • Identify,  and promote operational strategies focused on best in class industry standards to develop and deliver on Key Performance Indicators.
  • Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment.
  • Engage with internal customers and our business partners to deliver new and innovative customer care capabilities, both in lead and support roles for Vendor Management
  • 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

What We Look For

  • At least 2+ years of equivalent experience in a Customer Care organization with priority given to roles that operated in a similar fashion
  • Self-starter with strong sense of urgency and accountability
  • Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new things
  • Experience performing well in a highly dynamic, rapidly changing environment; able to go with momentum and also recognize red flags
  • Flexible, adaptable, proactive and self-motivated
  • 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
  • Possesses the ability to develop relationships, internally and externally, through different mediums of communication
  • Some travel may be required

Nice to Haves 

  • Prior experience in evaluating effectiveness of processes, platforms, and performance attainment
  • Understanding of performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services is a big plus.
  • Outsourcing partnership experience and knowledge of outsourcing landscape including legal, financial and technology components of outsourcing
  • Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
  • Demonstrated understanding of underlying consumer operations workflow & technology
  • Prior experience in consumer lending or financial services a plus

Location – Remote U.S.

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