Customer Experience Senior Program Manager, Affirm
$142-192k
Pay dependent on location. Plus Stock Purchase Plan
More information about location
POS installment loans
Job no longer available
POS installment loans
1001+ employees
Job no longer available
$142-192k
Pay dependent on location. Plus Stock Purchase Plan
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- This role requires a strong background in customer/merchant servicing space
- 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
What the job involves
- 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
- In addition to that, a strong candidate will need to be well versed in financial services
- Work in lock step with the product, engineering and operations team and lead cross-functional discovery and scoping sessions to bring structure and life to planned and ad-hoc initiatives around process optimizations and automations, expansion programs(geo launch/merchant launch) and/or efficiency improvements program
- Create project scope, schedule and budget plans and manage the team projects execution
- Identify project stakeholders managing expectations through the project lifecycle
- Partner with cross-functional leads like process, knowledge and risks, training and development and service delivery leads and peer 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, participate in the weekly business reviews(as needed) to drive awareness, issue resolution and decision making
- Establish and reinforce an analytical and data driven culture both within the team and across the company in partnership with Product, Analytics, Engineering and the broader business
- Develop a communications plan setting out who is going to receive messages about the project, when and in what format
- Project Risk, Issues, Actions & Dependencies including the processes for logging and tracking
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Boating over 15 million customers and 245,000+ merchants, the company offers flexible payback options, ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company benefits
- Spending wallets
- Supportive communities
- Remote-first workforce
- Generous time off
- Health benefits
- Mental healthcare
- Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- We offer 24 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & development
Company values
- People Come First
- No Fine Print
- It's On Us
- Simpler is Better
- Push the Envelope
Company HQ
Chinatown, San Francisco, CA
Articles
Leadership
Max Levchin
(CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
Share this job
View 73 more jobs at Affirm