Manager, Training
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.
Our Training team is part of our Operational Excellence group which is responsible for managing training programs, communications and assisting with process documentation and agent reference materials to support our Customer Care teams. As the Manager, Training & Development, your role is to help us take our learning experience to the next level by taking a comprehensive approach to development that emphasizes learning and knowledge building, self-awareness, exposure to real-world problems, connections to people, problem-solving and use of tools and techniques.
What You'll Do
- Create a high performance culture by leading a team of training professionals
- Create exceptional learning and training experiences for our Customer Care teams
- Develop people through advocacy, coaching, mentoring and training
- Use learner feedback and performance data to promote continuous improvement of development solutions
- Develop programs and initiatives to drive learning and performance in collaboration with Instructional Design
- Provide thought leadership to improve and update training programs and curricula as necessary, based on performance metrics and needs assessments
- Support Operational Excellence Leadership team in identifying critical initiatives and the development of annual roadmap of programs which support the strategic goals of the organization and company
- Plan, develop and conduct workshops or feedback sessions leadership and third party partners to identify training improvement opportunities
- Serve as a role model for behavior that is consistent with the mission, vision, and values of Affirm
What We Look For
- You have a minimum of 4+ years of progressive experience within people management and preferably in the field of training and delivery
- Proven experience as a trainer, instructor or learning professional
- Prior experience working in the financial services, financial technology or complex operational or customer support role
- Must be degree qualified (human resources, change management, organizational development, instructional design or related field)
- Strong strategic and critical thinking to identify interdependencies between issues, data, and outcomes; clear understanding of how moving pieces come together to build the big picture
- Strong understanding of training principles, tools and best practices with experience in learning and knowledge management systems
- Significant program management experience in successfully identifying, planning, managing and delivering multiple, concurrent, and complex work streams in a matrixed organization with aggressive timelines
- Thrives in a faced-paced environment with constant changes and a rapidly growing team
- Willing to travel (up to 25%), upon return to normal business operations post COVID-19 restrictions
Location
We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.
Please note that visa sponsorship is not available for this position.
Check out our remote-first approach to learn more about the new ways we work.
If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
At Affirm, "People Come First" is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2019 D&I report.
We also 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.
We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.