Operations Account Program Manager 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.

We're looking for an exceptional Operations Account Program Manager to scale operations, support our growing business and adapt the servicing operating model based on the new or differentiated products, manage and report out servicing contractual service levels, agreed governance, communication and reporting across the merchant relationships. The ideal candidate will have strong business acumen and judgement 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.What you'll need to succeed

Analytical and strategic individuals who are not afraid of rolling up their sleeves, digging deep into data to find meaningful insights, and driving growth-focused initiatives end-to-end. This is a highly cross-functional role that will quarterback initiatives across Product, Sales, Engineering, Finance and Marketing, leading stakeholders towards a set of business objectives.

What you'll do
  • Lead cross-functional discovery and prioritization sessions to bring structure and life to interpersonal objectives, defining and refining strategy, goals, plans and results
  • Build project scope, schedule and budget plans and lead the team projects execution
  • Identify project stakeholders leading expectations through the project lifecycle
  • Partner with cross-functional project leads and managers to coordinate planning and oversee dependencies to effectively operationalize new products and merchant launches
  • Fully understand the impact of new product or differentiated products on the operating model, workflows, and tools and factor the dependencies into the project plan
  • Ensure launch readiness (e.g. go/no-go decisions), coordinate post-launch monitoring and be an authoritative source of information for the project management team, contributing actively to improving project management practice
  • Drive project governance framework such as Working Groups, Steering Committees etc to drive issue resolution and decision making
  • Project Risk, Issues, Actions & Dependencies including the processes for logging and tracking
  • Develop full understanding of the contractual obligations for each strategic merchant/funding partners, the committed servicing SLA(metric & thresholds), penalty/termination(if any) and deliver the set expectations on governance based on the SOW/MSA
  • Work in conjunction with the BI (Business Intelligence) team to lead the reporting cadence with internal teams (Operations and Customer Success Manager)and external teams (Merchants and/or Funding Partners). Should have ability to be fully engaged and proactively identify and raise risks to the potential SLA breach and work immediately on the remediation plan to prevent the breach
  • Work cross-functionally with Customer Care Operations and Ops Analytics, Fraud Operations and Merchant Help teams to own the key operations requirement
  • Have a good understanding of the servicing landscape, the terms and conditions in the contract and work with the operations team to ensure that they are delivered.
  • Account governance and represent the servicing team in key partner forums (Weekly, monthly and steering committee reviews), manage SL report outs, any deviations from the standard should be supported by root cause analysis and preventive and corrective actions
What we look for
  • Outstanding interpersonal skills, with a deep command of the written word
  • Strong project management skills, capable of influencing internal and external partners to stay on schedule
  • Prior project management experience (PMP is nice to have). Process management experience (lean six sigma black belt nice to have)
  • Full understanding of how the contracts are structured, ability to comprehend the servicing commitments, skilled in contract negotiations
  • Demonstrated understanding of underlying client operations, product, workflow & servicing technology
  • Prior experience in consumer lending or financial services a plus
  • Self-starter with strong sense of urgency and accountability
  • Excellent teammate who is highly self-motivated, detailed-oriented, and enjoys learning new things
  • Skilled at focusing on desired results, resolving is important, clarifying next steps and prioritizing work optimally to meet deadlines and achieve desired results
  • Ability to make discretionary decisions based on research, with certain degree of creativity and latitude
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 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.
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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages

Location

Affirm's office is located in San Francisco's Financial District with close access to great coffee, restaurants, and bars.

What are Affirm Perks + Benefits

Affirm Benefits Overview

We’re excited to announce that Affirm is now a remote-first company! The majority of our roles can be accomplished anywhere in the U.S. and Canada (with the exception of Quebec). While most Affirmers will have the option to choose a remote-first accommodation, 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.

For this new way of working, we’re thrilled to introduce a dynamic and competitive compensation model and total rewards package that complements our remote-first work style. Affirm’s 2021 benefits will allow flexibility for Affirmers to customize their experience by selecting benefits based on their individual needs and preferences to be successful from almost anywhere -- continuing to lean into our value of “People Come First”.

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

Check out Affirm's 2020 DEI Report here: http://bit.ly/affirmdei2020

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