Manager, International Servicing Operations

Overview

Job Description

Responsibilities

• - Build and lead a high-performing team accountable for Affirm''s international operations
• - Set the strategic direction in partnership with Operations Leadership for scaling the team to serve international markets
• - Manage day-to-day operations and performance of Affirm''s operation including work carried out by Affirm''s BPO vendors
• - Drive continuous improvement of KPIs and customer experience data points
• - Ensure the team identifies regulatory and/or operational risks and embeds operational controls
• - Partner with cross-functional teams to support global expansion
• - Use strong presentation and communication skills to report performance
• - Drive employee engagement and a high-performance culture within the team

Required Skills

• - 5+ years of experience within a management or leadership position
• - Experience in financial services, fintech, or complex operational or multi-level organizations
• - Prior vendor management experience
• - Proven track record of delivering high levels of customer satisfaction
• - Thrives in a fast-paced environment with constant change
• - Makes measured, objective, data-driven decisions
• - Forward-thinking mindset with the ability to problem-solve complex issues
• - Ability to analyze qualitative and quantitative data
• - Experience in creating customer care teams
• - Strong customer experience focus
• - Proven experience of financial acumen related to servicing and operations cost
• - Experience attracting, leading, and inspiring talented, diverse professionals

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