Business Systems Lead (Agent and Channel Experience)

Overview

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.

Responsibilities

• Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success.
• Set technical strategy for your team on a year-long time scale, and help your team tie it together with critical, business-impacting projects.
• Collaborate across teams in the product development lifecycle by collaborating with product management, design & analytics to ensure technical sustainability, risks and trade-offs are well understood and managed.
• Act as a force-multiplier for your team through your definition and advocacy of technical solutions and operational processes.
• Maintain and support the developed integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless Case Creations flows and automation.
• Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2).
• Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to understand business needs and translate them into scalable system solutions.
• Drive excellence and automation in DevOps leveraging the Salesforce Devops Center and / or GitHub actions.
• Lightning Flows, Agentforce and other low-code tools to improve workflows and eliminate manual processes.
• Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.
• Oversee JIRA boards for business systems projects, defining clear requirements, managing sprints, and ensuring timely execution.
• Develop metrics into system observability, availability and performance.
• Monitor system performance, troubleshoot issues, and drive continuous improvements.
• Provide training and documentation to ensure high adoption and effective use of business systems.

What we look for / Qualifications

Location & Compensation

Location - Remote Canada

Compensation & Benefits

Pay Grade - J

Equity Grade - 4

Base pay range (CAN) per year : $102000 - $142000

Benefits

Affirm is proud to be a remote-first company. We are an equal opportunity employer and provide accommodations for candidates with disabilities as needed.

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