Transparent financing for modern consumers
Affirm, headquartered in Chinatown, San Francisco, CA, is a leading fintech company specializing in point-of-sale installment loans. With over 21 million consumers and 337,000+ merchants including Shopify, KAYAK, and Walmart, Affirm offers flexible payback options ranging from 3 to 36 months. The co...
Affirm offers a remote-first workforce policy, allowing employees to work from anywhere in their home country. Benefits include 18 weeks of paid paren...
Affirm's culture is centered around transparency and consumer empowerment, with a focus on delivering honest financial products. The company actively ...
Affirm • Remote US
Affirm is seeking a Manager of Workforce Management to lead the strategy and execution of their WFM function across Customer and Fraud Operations. This role focuses on optimizing performance and enhancing customer experience through data-driven analysis.
You have a strong background in workforce management, with experience leading teams and developing strategies to optimize staffing and resource allocation. You understand the importance of data-driven analysis and have a track record of improving operational efficiency and service delivery. You are skilled in performance management and are familiar with key WFM metrics such as occupancy and schedule adherence. You thrive in a collaborative environment, working closely with cross-functional teams to drive continuous improvement and operational excellence.
Experience in customer service or fraud operations is a plus, as is familiarity with performance management tools and methodologies. You are comfortable working in a fast-paced, high-growth environment and are adept at managing multiple priorities.
In this role, you will lead workforce management strategies to ensure optimal staffing levels across customer service teams. You will be responsible for performance management across core WFM metrics, ensuring adherence to service level agreements and driving improvements in service delivery. You will collaborate with teams in Planning, Vendor Management, Training, and Product to enhance customer service operations. Your role will involve analyzing data to identify trends and opportunities for improvement, and you will be expected to present your findings to stakeholders to drive decision-making.
You will also oversee the execution of WFM initiatives, ensuring that teams are effectively staffed and resourced to meet service-level goals. You will play a critical role in maintaining operational efficiency and will be responsible for implementing best practices in workforce management. Your leadership will be key in fostering a culture of continuous improvement and operational excellence within the organization.
At Affirm, we are committed to creating a supportive and inclusive work environment. We offer competitive compensation and benefits, as well as opportunities for professional growth and development. You will have the chance to work with a talented team dedicated to reinventing credit and enhancing the customer experience. Join us in making credit more honest and friendly, and help us drive scalable growth in our operations.
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