Process Excellence Manager

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.

As a Process Excellence Manager, you will be a key contributor to Affirm’s Shared Services team that sits within our Operations organization. We are seeking an experienced, data driven and hands on professional with experience designing simple and efficient business processes in a complex environment. As a senior individual contributor on the Process Excellence team, you will play a key role in planning, coordinating, and overseeing multiple related projects that align with the organization’s strategic goals. This role ensures initiatives are delivered on time, within scope, and within budget, while achieving desired business outcomes. This role works cross-functionally to align teams, manage dependencies, and track performance against objectives. You will represent the Operations Organization and ensure operational readiness for key business changes.

What You’ll Do

• 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.

What We Look For

• 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.

Pay Grade - J
Equity Grade - 4
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $102,000 - $142,000

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

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

We 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.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

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