Senior Manager, Process Excellence

at  Affirm

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.
As the Senior Manager of Process Excellence, you will play a pivotal role in leading the Process Excellence team within our Operations organization. We are seeking a dynamic leader with a robust background in process improvement, data analysis, and project management, who is passionate about creating efficient, effective, and positive customer experiences. In this role, you will guide your team in developing and implementing impactful programs, ensuring that our servicing teams are equipped with the tools, training, and resources necessary to excel. You will craft and execute strategies to drive continuous improvement and foster cross-functional collaboration.

• Act as the primary liaison for internal and external partners, leading project planning and product integrations with a focus on building strong relationships, coordinating cross-functional team efforts, and aligning partner priorities with our strategic goals.
• Employ a data-driven approach to decision-making, providing the team with quantitative and qualitative insights to support strategic initiatives.
• Establish and maintain a robust feedback loop for products and features, analyzing customer experience data and performance indicators to advise and refine product strategies.
• Oversee the quality of service and product delivery, managing incidents and supporting your team in resolving service-related issues.
• Drive the end-to-end lifecycle of product changes, managing cross-functional project members to ensure timely and effective project delivery.
• Lead key change management projects, utilizing metrics and data to measure impact and identify opportunities for future improvements.
• Collaborate with product and engineering partners to enhance their understanding of current customer experiences and identify existing opportunities for improvement.
• Represent your team in cross-functional forums and act as the primary point of contact for planning and prioritization discussions.
• Communicate regularly with stakeholders across the company, providing updates on KPIs, OKRs, and program impact.