Business Systems Lead (Agent and Channel Experience)

Business Systems Lead (Agent and Channel Experience)

Join to apply for the Business Systems Lead (Agent and Channel Experience) role at Affirm .

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 Lead Engineer, you will be an integral member of the Business Systems team within Servicing. You will collaborate with Business Systems, Engineering, Product, Operations, and key stakeholders to craft and deliver technical solutions to business problems and transform the way our Service Agents thrive. We seek candidates who strive for simple, sophisticated solutions and continuously improve their technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and efficiently in a constantly evolving environment.

In this role, you will lead high-impact projects from inception to completion, ensuring each initiative aligns with the company's strategic goals and delivers measurable results. You will serve as the tech lead for a team of system leads, providing technical strategy for platform improvements and project deliverables. A strong background in the Salesforce ecosystem, including Service Cloud, project management, exceptional communication skills, and a keen eye for detail, are essential.

What You'll Do

• 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 tie it together with critical, business-impacting projects.
• Collaborate across teams in the product development lifecycle with product management, design, and 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 integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) for seamless case creation 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 to understand business needs and translate them into scalable system solutions.
• Drive automation and excellence in DevOps using Salesforce DevOps Center and GitHub actions.
• Utilize Lightning Flows, Agentforce, and other low-code tools to improve workflows and reduce manual processes.
• Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.
• Oversee JIRA boards for projects, defining requirements, managing sprints, and ensuring timely delivery.
• Develop metrics for system observability, availability, and performance.
• Monitor system performance, troubleshoot issues, and implement continuous improvements.
• Provide training and documentation to ensure high adoption and effective use of systems.

What we look for

Location : Remote Canada

Compensation & Benefits

Pay Grade : J, Equity Grade : 4. Affirm offers transparent pay based on experience, location, and skills, with additional benefits including health coverage, stipends, time off, and stock purchase plans.

Benefits include health coverage, flexible stipends, vacation, and ESPP.

Affirm is committed to inclusivity and providing accommodations during hiring. Equal opportunity employment applies.

By submitting your application, you agree to Affirm's privacy policy.

Additional Details

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