Affirm
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Senior Manager, Workforce & Vendor Network Management at Affirm (Remote)

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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, Inc. proudly includes Affirm, PayBright, and Returnly. 

The Senior Manager, Workforce & Vendor Network Management will be responsible for the performance management of our vendor network as well as day-to-day delivery service level performance across our internal and external servicing teams.

This Senior Manager will lead a team of WFM Analysts and Vendor Managers in monitoring and supporting the real time operations across various contact centers ensuring that Affirm delivers best in class service while performance measures are met or exceeded.

Workforce Management

The Workforce Management team ensures we have a sufficiently staffed network of agents supporting customer interactions. This team will determine staffing models based on the forecasted volume, drive scheduling and monitor real time service level performance. The overall goal is to meet the service level targets by managing the forecast accuracy and the adherence against the schedule.

Vendor Network Management

The Vendor Management team ensures strong performance management across our network of vendor partners, operational readiness meeting growth and scale requirements, as well as driving excellence in our front line servicing execution. This team takes partnership to a new level through its ability to work with the vendors to drive optimal business outcomes.

What You'll Do

  • Responsible for service level management and resource administration across all servicing teams, acting as a single point of contact for the WFM structure for Affirm senior leaders and our Vendor Partners.
  • Lead all aspects of intra-day management of scheduling procedures, analysis of real time workload requirements and case routing, & manage performance in line with critical metrics.
  • Drive effectiveness of the WFM through ongoing process analysis and redesign, and support of key internal optimization projects.
  • Lead cross functional meetings that recap current performance, trends in other performance drivers (Volume, AHT, occupancy, Adherence / Compliance, etc.), root cause analysis of service failures, and drive accountable parties for results against related action plans.
  • Generate and use performance data and analysis to propose improvements, generating cost efficiencies and enabling a culture of thoughtful planning, open and clear communication
  • Conduct analysis of assigned queues to identify opportunities to improve service level, cost, and employee happiness. Develop recommendations and articulate strategies effectively to cross functional partners.
  • Drive performance excellence in our outsourced partners through cultivating and maintaining strong relationships, establishing standards and guidelines for our partners, and driving accountability to key performance indicators
  • Ensure two-way open communication throughout the servicing organizations. This includes keeping key partners informed of any real-time impactors (spike in volumes, outages, etc.) and providing recommendations on mitigating the impact’
  • Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, support, and empowerment

What We Look For

  • 7+ years experience in Workforce Management, Vendor Management, and/or Planning and people leadership experience.
  • A strong communicator, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels
  • Previous experience bringing maturity to an early-stage WFM program
  • Self-starter with strong sense of urgency and accountability who has excellent focus on attention to detail with the capability to work and make decisions in a fast paced environment
  • Proven flexibility in fast paced environments where priorities may change quickly and
  • Outstanding analytical and problem solving skills. Ability to evaluate and solve problems incorporating multiple perspectives.
  • Ability to make, articulate and implement data-driven decisions
  • Experience with leading workforce management tools and methodologies
  • Experience with workforce planning in an omni-channel, multi-skilled agent environment
 

Location - Remote Canada

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia.  Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.

All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account. 

[Colorado Candidates] In accordance with Colorado’s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.

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.
 
Inclusivity:

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.

By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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Technology we use

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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 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
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
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

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

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