Director of Customer Operations Support

You will be responsible for the management and leadership of the Back Office and Middle Office Operations teams to support transactional lending and banking processes on behalf of our customers. This operational support team resolves complex inquiries and processes exception cases in an accurate and timely manner. The team also works alongside Affirm’s risk operations team and customer care team which handles general customer inquiries. Functions the team manages include Complaints Management, Escalated Customer Cases from Care team, Product Bugs & Issues, Disputes & Chargebacks, Credit Furnishing, Social Media Monitoring & Management, Compliance Adherence and Management, etc.

What you'll need to succeed
This role requires a strong, experienced people leader with a strong mindset for process improvement and analyzing business data and performance metrics. You must be able to demonstrate people leadership and people management skills and have previous experience managing a team.

What you'll get in return
A leadership opportunity with an passionate team in a faced-paced, purpose driven environment looking to improve the financial lives of our customers.

What You'll Do

  • Drive employee engagement and a high performance culture within the team, ensuring effective performance management, coaching, and development of team and creating an environment where people can excel through accountability, encouragement and empowerment
  • Lead the scaling of the team in a hyper-growth environment which includes developing the team for changes in the future; this includes managing the team’s change resilience and minimize performance impacts that can be associated with change
  • Develop qualitative and quantitative targets to improve overall customer experience and productivity across each work type; this includes creating business reports (daily, weekly, monthly) to continuously improve service lead time and qualitative KPIs   
  • Consistently improve the Customer Experience across our key channels and products by developing reports and insights (weekly, monthly and quarterly) on Net Promoter Score and other identified metrics
  • Use strong presentation and communication skills to report findings and recommendations to management and business leadership teams
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Create policies and processes on how we engage customers through social media and build consistency in how team monitors customer experience through platforms such as Facebook, Twitter, Instagram, blogs, forums and other platforms where customers will communicate their sentiments
  • Business owner of all project related initiatives that will impact the team ensuring input is provided, changes are understood, appropriate and robust training is rolled out and process & control change considerations are identified and signed off   
  • Identify and implement strategic and transformational changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adheres to regulatory and compliance requirements
  • Owner of Line 1 Risk & Compliance and creates the team’s First Line of Defense Model which includes identifying & tracking operational risks, ensuring team uncovers regulatory risks in their daily tasks, monitoring & measuring these risks, embedding operational controls to reduce the breach of these risks in consultation with the Legal & Compliance team

What We Look For

  • You must have at least 5+ years experience within a management or leadership position and preferably will have previous experience working in the financial services, fintech space or complex operational or transactional processing role
  • Degree qualified or equivalent work experience preferable
  • Self-starter with strong sense of urgency and accountability and has excellent focus on attention to detail with the capability to work and make decisions in a fast paced environment
  • Forward thinking mindset with ability to problem-solving complex issues to drive shares goals and outcomes across internal and external teams
  • Proven experience in leading teams through major change and is comfortable that there may not always be a defined plan, path, process or clear expectations
  • Maintains a composure and acts as a role model to the team when presented with barriers or when results were not as expected
  • Strong customer empathy and service level focus

About Affirm

At Affirm we are using technology to re-imagine and re-build core parts of financial infrastructure to enable friendlier and more transparent financial products and services that improve lives.

We believe the financial industry is fundamentally broken. Not only is the core infrastructure built with technology from the 1970s, but there are a dwindling number of people who say "I trust my bank to look out for me". It doesn’t have to be this way, and it’s our mission to fix this problem.

We are based in San Francisco; founded by Max Levchin (founding CTO of PayPal), Jeff Kaditz (CDO DeNA/ngmoco), and Nathan Gettings (founding CTO of Palantir); and building a team of exceptionally talented people to join us on our mission.

Meet Some of Affirm's Employees

Helen H.

Software Engineer

Helen translates real-world customer problems into code, which in turn builds the services that Affirm offers customers. She also participates in advocating for young professionals in technology.

Fabiola C.

Business Development Associate Manager

Fabiola makes sure the Sales Team is engaged and motivated by working with Marketing and Sales Operations to ensure Affirm has the right monitoring in place. She also serves as a lead on the Diversity and Inclusion Council at Affirm.

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