Process Design Lead (Customer Journey) - Affirm

As a member of the Process Excellence team, you will be a key contributor to Affirm’s Shared Services team that sits within our Operations organization. We are seeking an experienced, data driven and hands on professional with a strong background in leading complex programs and driving operational rigor and excellence. You will play a key role in reimagining the customer experience by developing expertise in a specific product area and strategically guiding investments and opportunities across the business. In this role, you will be responsible for ensuring the continued performance and improvements of specific product journeys.

What You’ll Do

• Operate as a product and process expert in business areas & pillars

• Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to drive product investments

• Monitor the effectiveness of key product workstreams and make recommendations for improvement

• Hold Operations and Product accountable to key KPI’s, ensuring any missed metrics are addressed with a comprehensive mitigation plan

• Work with product and engineering partners to enhance their knowledge of the current customer experiences and existing opportunities

• Maintain and utilize complex dashboards for performance insights

• Attend Weekly/Monthly/Quarterly governance meetings with Product, Operations and Analytics 

• Manage the development and implementation process of the company’s products and services

• Act as primary escalation point for Product and Engineering Leads and manage/coordinate the resolution of technical issues

• Plan, perform and implement process improvement initiatives utilizing Lean Six Sigma methodologies

• Organize, lead and facilitate cross-functional project teams

• Diagram, evaluate and maintain operational processes

• Design and conduct technical user acceptance testing providing feedback and guidance to product partners to improve process performance and product quality

• Responsibilities may be extended to include other areas of program management and process design, the successful candidate will need to skill-up to have a working knowledge of these areas

What We Look For

• 5+ years of experience in Program Management, Product Operations, Business Analytics or a similar function

• Certification in Six Sigma, Project Management or Design Thinking

• Experience in delivering large scale business changes

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Experience in managing and delivering a successful programs, consistently meeting or exceeding timelines

• Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance

• Experience analyzing, documenting, and mapping operational processes through workflows

• Strong understanding of regulatory requirements in the financial services space

• SQL experience and ability to pull data from data warehouses is a plus

Pay Grade - H

Equity Grade - 4

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $100,000 - $140,000

USA base pay range (all other U.S. states) per year: $88,000 - $128,000

Please note that visa sponsorship is not available for this position.

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