Senior Manager, Demand & Capacity Planning at Affirm

| Remote
Sorry, this job was removed at 11:02 a.m. (PST) on Friday, December 10, 2021
Find out who's hiring in San Francisco.
See all Marketing jobs in San Francisco
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly. 

Join Affirm as part of the Operations Expansion team as a Principal to lead Integrated Capacity Planning for the entire Affirm Operations organization (customer, merchant, and fraud operations). We are looking for a leader who is a creative problem solver with a passion for innovation, technology and teams to help us transform customer experiences, accelerate business growth and optimize our retention efforts.

To deliver outstanding customer experiences at scale, Affirm needs to attract, hire, train and retain the right level of Affirm Customer Experts. This role is critical for building and running an expert workforce forecast that effectively meets service demand levels. This is a strategic business partner role, working closely with business, data science, finance and analytics teams to ensure we make the right capacity planning and matchmaking decisions that help drive our customer experience, and ensure our business operates profitably and delivers the best possible experience to our customers.

What You’ll Do:
  • Work closely with Analytics and Finance teams and will own all phases of demand forecasting, budget, and labor scheduling.
  • Develop and test different forecasting methodologies to improve forecast accuracy and build analytical tools to ensure balanced SLA across all channels and intervals.
  • Build requirements for the analytics team on forecast model changes to improve forecast accuracy, automation and visibility.
  • Own maintaining assumptions within the forecast models to create a reliable, accurate forecast for all operations verticals.
  • Own long, and mid term planning cycles for a global 24x7 network of agents (live chat, phone, email, social media) and meet regularly with your partners to align on method and desired outcomes.
  • Provide analysis to assess and mitigate risk associated with the scenarios.
  • Lead long-term forecasting, in close partnership with Finance and Analytics, for budgeting that incorporates planned efficiency and/or contact reduction initiatives.
  • Partner with the operations team to ensure planned to required FTE delivery is met.
  • Own and complete initiatives to support our WFM strategy, including the introduction of a new WFM tool, revamped reporting, and data integrity improvements.
What We Look For:
  • 10+ years experience in supply chain or operations positions, 3 years in capacity planning, time series forecasting, supply and demand forecasting (ideally working with Anaplan)
  • Proven leadership skills with strong written and verbal communication skills to work internally and externally at all levels of management and with peers
  • Self starter - seeks the problem, doesn't wait for the problem to find them. Can see around corners and mobilizes themselves and others to act on proactively improving the data consumption experience
  • Analytically minded with experience working on large scale projects with sophisticated forecasting models, capacity management models, load balancing products an advantage.
  • Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
  • Highly proficient in Excel, Tableau; experience in SQL strongly preferred but not required
  • Analytical bachelor’s degree required (Economics, Finance, Engineering, Math, Statistics, Computer Science), Master’s degree in a related field preferred

Location - Remote U.S.

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 can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia.  Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.

If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways—not just candidates who check all the boxes.
 
Inclusivity:

At Affirm, People Come First is one of our core values, 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 2020 DEI 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.

By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages

Location

Affirm is a remote-first company! Our brick and mortar offices remain operational and accessible for anyone to use on a voluntary basis.

What are Affirm Perks + Benefits

Affirm Benefits Overview

Attracting great people starts by finding talent in different places. That's why we built remote work into the DNA of how we do business—but if an office space is more your style, we have offices in Chicago, New York City, Pittsburgh, Salt Lake City, San Francisco, and Toronto.

Affirm’s benefits are made for you. Spending wallets provide access to food, lifestyle, technology, and family planning wallets for your expenses. If your role is remote, you can set up shop anywhere in your home country. Generous time off enables you to take the time you need when life happens. Health benefits that include vision, dental, and mental health programs. We have a simple, flexible and transparent remote-first compensation structure so you can make the best decisions for yourself and your family. Our parental leave policy includes 18 weeks’ paid leave for birth and non-birth parents, and a 4-week return-to-work transition program, at full base pay. We also offer 24 company-wide paid days off (on top of our generous time off policy) which help our teams collectively pause to recharge.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting nonprofit causes in our communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Pushing the envelope together: Diversity, Equity, and Inclusion (DEI) in 2020

Diversity, equity, and inclusion are integral to the cultural fabric of Affirm. We’re dedicated to making improvements and sharing our learnings with the broader community. While we’re proud of our progress, we recognize the work still needed to be done. People Come First is not just a value at Affirm, it drives the work we do everyday and we look forward to continuing the work around us.

View Affirm's 2020 U.S. Diversity, Equity, and Inclusion report here: http://bit.ly/affirmdei2020

More Jobs at Affirm208 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Finance
new
Remote
Design + UX
new
Remote
Finance
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Design + UX
new
Remote
HR + Recruiting
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
HR + Recruiting
new
Remote
Operations
new
Remote
Operations
new
Remote
Finance
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Sales
new
Remote
Sales
new
Remote
Finance
new
Remote
Operations
new
Remote
Marketing
new
Remote
Design + UX
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Developer
new
Remote
Project Mgmt
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
HR + Recruiting
new
Remote
Sales
new
Remote
HR + Recruiting
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Finance
new
Remote
Operations
new
Remote
Developer
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Design + UX
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
HR + Recruiting
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Developer
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Design + UX
new
Remote
Developer
new
Remote
Design + UX
new
Remote
Data + Analytics
new
Remote
Content
new
Remote
Developer
new
Remote
Design + UX
new
Remote
Design + UX
new
Remote
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Affirm's full profileSee more Affirm jobs