Affirm aims to provide better financial products to improve the lives of consumers. We need an exceptional program manager to scale operations, support our growing business and lead vendor operations and manage relationships. The ideal candidate will have strong knowledge of customer care & fraud operations, business acumen and judgment with the ability to contribute to cross functional programs/projects, build new processes and evaluate the effectiveness of existing ones, drive continuous improvements and support the implementation of change in various forms to support new businesses, vendors and partners.What You'll DoManage a network of BPO vendors who serve our Fraud Ops team; hold vendors accountable to Key Performance Indicators which include, but are not limited to: SLAs, compliance and contractual obligations.Participate in the end to end process of selecting and on-boarding new vendors, including design and roll out of RFP, vendor selection, contract negotiating, risk assessment and on-boarding of new locationsDevelop a deep understanding of Affirm's business and workforce strategies, and combine that knowledge with an understanding of industry standards to develop and deliver on Key Performance Indicators.Partner cross functionally to propose improvements or changes to drive better outcomes for customers and/or agents. This includes the analysis and evaluation of existing and new processes to determine effectiveness in efficiency, delivery of experience expectations, and reduction of internal friction around multiple touches, delayed workflows, etc. Identify, and promote operational strategies focused on best in class industry standards to develop and deliver on Key Performance Indicators.Periodic review of contractual terms with strategic outsourcing partners to identify contractual improvement areas and develop plans of action.Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment.Engage with internal customers and our business partners to deliver new and innovative customer care capabilities, both in lead and support roles for Vendor ManagementProvide consultative support in partnership with internal departments to drive decisions impacting service delivery and customer experience Establish vendor relationships that drive confidence, accountability, support, and strategic alignment through meaningful engagements and initiativesWhat We Look For5+ years of equivalent experience in an Customer Support or Fraud Ops settingPrior vendor or operations management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services is a big plus.Outsourcing partnership experience and knowledge of outsourcing landscape including legal, financial and technology components of outsourcingProgram management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders Prior project and process management (lean six sigma) experience highly desirable and/or IAOP certification is desirable Demonstrated understanding of underlying consumer operations workflow & technologyPrior experience in consumer lending or financial services a plusSelf-starter with strong sense of urgency and accountabilityExcellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new thingsExperience performing well in a highly dynamic, rapidly changing environmentFlexible, adaptable, proactive and self-motivatedSkilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines and achieve desired resultsAbility to make discretionary decisions based on research, with certain degree of creativity and latitudeTravel to vendor locations as needed (less than 10%)Pay Grade - CAN67Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.CAN base pay range per year:Min: $88,900Mid: $100,000Max: $111,100#LI-Remote
