Merchant Experience Program Associate
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.
The Client Success Program team is committed to the scalable support of Affirm’s 6k+ merchant partners through process optimization, training, and cross-functional collaboration! The Merchant Experience Program Associate will support process optimization, quality assurance, and growth program activities for Affirm’s unmanaged partner base.
What you’ll do:
- Document operational and growth processes with a focus on reducing number of touches and growing loan volume
- Develop a framework for requirements gathering, properly assess changes needed to close gaps, refine/streamline processes, increase efficiency and quality, improve systems and/or increase customer/agent satisfaction.
- Work cross functionally to build segment-specific workflows that enable scaled merchant happiness for common contacts
- Act as the SME and single point of contact for projects and programs by being a key member of the working groups to inform the design, processes and configurations of products, systems or tools
- Perform quality assurance audits on support contacts and deliver feedback
- Perform analysis and makes recommendations on process improvements
- Collaborate with other program managers to improve project impact across merchant base and client success
- Develop project-level performance indicators and reporting processes to ensure ongoing optimization of processes
What we look for:
- Bachelor's degree and/or 3+ years of applicable professional experience
- Highly inventive - you're creative in finding solutions to deliver results
- Highly organized and detail oriented - you have a system to clearly understand where projects are at and nothing slips through the cracks
- Clear communication - ability to connect with internal and external partners to drive outcomes
- Adaptable and eager to grow - you thrive in a faced-paced & ambiguous environment with constant change and a rapidly growing team.
- Take ownership - constantly thinking proactively to drive improvements
- Understanding of process improvement and change management principles
- Familiarity with Salesforce, Zendesk, Looker a plus
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.
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.