Customer Experience Senior Program Manager

April 11

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Affirm

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eCommerce • Payments • Installment Loans • Millennials • Financial Services

1001 - 5000

💰 Post-IPO Equity on 2021-01

Description

• 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. • 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.

Requirements

• 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

Benefits

• 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