Knowledge Management Lead at Affirm

| Remote
Sorry, this job was removed at 11:15 a.m. (CST) on Monday, November 16, 2020
Find out who's hiring in Chicago.
See all Data + Analytics jobs in Chicago
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.

Our Knowledge Management Lead will be a key contributor to Affirm’s Process Excellence team that sits within our Customer Operations organization. This member of our team will be responsible for initiatives within the knowledge management space and for identifying, organizing, synthesizing, and managing operational knowledge by utilizing engaging and innovative techniques.

What You'll Need to Succeed

The ideal candidate is a go-getter with experience managing and creating internal and external facing knowledge content. Someone who is passionate about the end-user experience and will proactively find opportunities and propose solutions.

What You'll Get in Return

A hands-on opportunity to shape our knowledge management program and help our customer operations teams deliver exceptional customer service experiences!

What You'll Do

  • Research and implement a new knowledge management system that improves information organization and drives higher user engagement and satisfaction
  • Identify, classify and track all operational knowledge, including job aids, standard operating procedures (SOPs), policies, guides, training materials, eLearning modules, scripts and email templates
  • Partner with teammates to update knowledge to be accurate and concise including editing, adding, or removing information as needed
  • Consult cross-functional teams to ensure a clear representation of our requirements and practices are documented
  • Design and implement cross-functional knowledge approval processes
  • Manage ongoing maintenance of operational knowledge and drive continuous improvement
  • Identify and track other knowledge management needs (technical writing, instructional design, etc.)
  • Mentor and lead other employees who are supporting knowledge management initiatives
  • Use technology such as emulators and simulators to provide realistic references to our website and app

What We Look For

  • 4+ years of experience in knowledge management, learning and development, content creation, or other relevant area
  • Experience owning small to medium-sized projects and collaborating on ownership of large scale projects
  • Excellent facilitation, program/activity management, and written and oral communication skills
  • Experience using KM & Documentation platforms such as Salesforce, Confluence, readme, Documentum, etc.
  • Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking preferred
  • Ability to act autonomously while navigating new and ambiguous business initiatives
  • Willing to travel (up to 10%)

Location

We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). 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.
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 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.
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
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • Google AnalyticsAnalytics

An Insider's view of Affirm

What's something quirky about your company?

1 - In the early days, the sales team would strike a loud gong whenever they signed a deal, our engineering release emails for new features paled in comparison. One day an engineer brought in his tuba and in that moment, the deploy tuba was born, thoroughly one-upping the sales-gong. Now, several years later, tuba emojis are a company staple.

Sam

Senior Staff Software Engineer

What kinds of technical challenges do you and your team face?

The integrations team interacts with many other teams across GTM, Ops, and Engineering. It's one of the best parts of being on this team because it makes the work we do varied and interesting. I'm most excited about working with those teams to define the right amount of process and ownership so that we are as productive as possible.

Yoav

Manager, Strategic Integrations

How does the company support your career growth?

One of the greatest things about working at Affirm is that everyone around you is invested in helping you to learn and grow. I have been so impressed by the support and encouragement I have received from everyone across the company in taking on new projects and exploring different areas of the business outside of my day to day.

Elizabeth

Account Executive

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.

BENEFITS + PERKS include:
- Lead a healthy life: Generous coverage for health, dental, vision, life and disability insurances for you and your dependents.
- Learn and grow: We offer a significant stipend toward your personal career development.
- Be there when it counts: Take care of your loved ones with our parental leave, and find support at the office with our dedicated Mother's room and [email protected] Employee Resource Group.
- Take Time Off: We offer generous paid time off so you can always be at your best.
- Feel invested: We offer meaningful equity so you have ownership in what we are building.
- Get active: You can apply our monthly wellness stipend toward fitness classes and memberships.
- Know the product: We offer a monthly stipend for purchases with Affirm.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting causes in our communities. In Chicago, Affirm partners with the Chicago Coalition for the Homeless.
Friends outside of work
Eat lunch together
Intracompany committees
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
The vision benefits plan covers 100% for annual eye exams with $250 for glasses and contact lenses.
Health Insurance Benefits
Acme's health insurance policy covers up to 95% of out of pocket expenses.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
More Jobs at Affirm52 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
Marketing
new
Remote
Operations
new
Remote
Operations
new
Remote
Product
new
Remote
Content
new
Remote
Data + Analytics
new
Remote
Design + UX
new
Remote
Data + Analytics
new
Remote
Design + UX
new
Remote
Operations
new
Remote
Sales
new
Remote
Data + Analytics
new
Remote
Project Mgmt
new
Remote
Operations
new
Remote
Operations
new
Remote
Developer
new
Remote
HR + Recruiting
new
Chicago
Project Mgmt
new
Remote
Operations
new
Remote
Operations
new
Remote
Finance
new
Remote
Project Mgmt
new
Remote
Finance
new
Remote
Developer
new
Remote
Sales
new
Remote
Sales
new
Remote
Project Mgmt
new
Remote
Operations
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