Senior Manager, Business Applications at Affirm

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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 Business Applications team is responsible for the Customer, Merchant and Frontline team experiences in our service offerings through our many help properties (help centers, self service tools) and 1:1 service offerings (phone, chat, email). Our mission is to enable a World-Class Servicing Experience between Affirm Operations and its network of Customers and Merchants by designing, developing, implementing, and maintaining innovative and intuitive solutions that are reliable, scalable, and enjoyable.

We deliver service platform strategies in close relationship with our Operational, Product Management, UX, and Engineering partners. We are champions of the customer experience, advocating for big-picture vision that is backed by data-driven insights. Our work enables Affirm to deliver a delightful service experience to our customers.

This team works with partner and customer facing service teams across Affirm Ops to enable them with the tools and insights needed to most effectively and efficiently deliver service to our end user. To deliver these solutions, we go deep to understand business priorities, translate to a tooling strategy and roadmap, and work with our Product and Engineering partners to develop and deploy solutions to enable Ops teams. As Head of this function, you will lead a team of Developers, Admins and Program Managers working with Product Management and Engineering Leadership across Affirm to craft and deliver tools for our high-touch service teams. You will help scope, build, and bring to market innovative tools that meet the needs of our frontline teams.

What you'll do

  • Strategy: Develop tools strategy for Customer, Merchant and Fraud Operations teams in the Affirm Ops organization. Develop a coordinated roadmap for servicing infrastructure & tools, and align the direction with the product leadership team.
  • Team management: Lead a team of System Developers, Administrators and Program Managers that build and maintain a stack of operational systems and tools for Affirm Operations (Customer, Merchant and Fraud Ops teams). Guide the Servicing Infrastructure & Tools team to shape the production and administration operational strategy for all Ops.
  • Leadership: Develop the vision, goals / OKRs, priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development. Develop and execute robust prioritization operations across the Servicing Infrastructure & Tools footprint.
  • Stakeholder Management: Partner with Product Management and Engineering to translate customer needs into a better overall product. Build positive relationships with the Product and Engineering teams to ensure a collaborative approach to delivering innovative tools. Ensure accountability of product teams for delivering on requirements and business team engagement for delivering on deployment goals.
  • Issue Resolution & Prevention: Partner with Software Engineering to handle production incidents in real time with emphasis on timely and thorough issue identification and customer communication. Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.

What we look for

  • 10 years of enterprise systems integration, strategy consulting, or product management experience.
  • Negotiation experience. Experience influencing senior executives.
  • Experience delivering business change initiatives and working with product development teams.
  • Experience operating within and leading cross-functional teams (e.g. engineering, product management, analytics, operations)
  • Operational experience in roles such as System development, Workflow management, training, or routing infrastructure
  • Strong executive presence and ability to influence senior stakeholders across organizational borders
  • Distinctive delivery approach with aim to solve complex problems through structured root cause problem solving and tenacious prioritization, especially in areas with high levels of ambiguity
  • Capable of speaking to both technical and business stakeholders and users
  • Outstanding problem solving and analytical skills
  • Strong relationship building, collaboration and negotiation skills
  • Strong communication, project management and analytical skills
  • Salesforce Platform Developer certification helpful
  • Expert level proficiency in Salesforce.com and proven grasp of CPQ, SOQL and Apex
  • Experience using Visualforce, Apex controllers, Triggers, Batch Apex, and other programmatic solutions on the Salesforce platform - helpful
Location

We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. 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.
#LI-Remote
Check out our remote-first approach to learn more about the new ways we work.
 
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.

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.

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.

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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
Someone's primary function is managing the company’s diversity and inclusion initiatives
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

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