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Affirm

We create honest financial products that improve lives.

Process Excellence Manager

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 2012H1B SponsorCompany SiteLinkedIn

Location

Canada

Posted

29 days ago

Salary

$102K - $142K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Process Excellence Manager

Affirm

• Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities. • Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets. • Partner with senior leaders, product, engineering, and operations teams to ensure priorities are aligned and deliver measurable business impact. • Establish strong stakeholder engagement practices, providing clear, polished, and executive-ready communications on program status, outcomes, and impact. • Proactively identify risks and issues, propose data-backed solutions, and drive resolution in partnership with stakeholders. • Apply Lean Six Sigma methodologies to identify root causes, implement improvements, and raise the bar for quality and efficiency. • Own the end to end lifecycle of process and product changes, from design through change management and adoption, ensuring outcomes deliver meaningful impact to customers and the business. • Create, develop, plan, write and edit operational, instructional, and procedural content for both internal and external users. • Produce products that conform to the company documentation and quality assurance standards. • Collaborate with product and engineering partners to enhance their understanding of the current customer experience and identify opportunities for improvement. • Apply technical depth to plan, design, and create complex operational, instructional, and procedural content. • Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents. • Represent Process Excellence in cross-functional forums, helping shape broader servicing priorities while ensuring alignment within working groups. • Responsibilities may be extended to include other areas of project management and the successful candidate will need to skill-up to have a working knowledge of these areas.

Job Requirements

  • 5+ years of experience in Program Management, Continuous Improvement, Product Operations or a similar function.
  • 3+ years of experience with the dispute management process at a fintech or financial institution, including 3+ years in a management role that involves scaling operations and providing ongoing coaching and feedback to team members.
  • Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data.
  • Experience with Visa’s operating rules and regulations
  • Must have working knowledge of Regulation E and Regulation Z compliance.
  • Certification in Six Sigma, Project Management or Design Thinking
  • Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
  • Strong skills in strategic planning, issue/risk management and cross-functional execution.
  • Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders.
  • Proficiency in process mapping and workflow analysis
  • Proven Experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency.
  • Experience building processes within a regulatory environment.

Benefits

  • Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
  • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
  • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
  • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

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