Process Design Lead

Affirm’s Process Excellence team sits within our Operations Operational Excellence team. This team is responsible for 4 core areas:

• Improve existing Operational processes across servicing and collections to positively impact agent and customer experience with an emphasis on efficiency and reduced operational risk
• Use subject matter expertise to build and drive new business processes in response to business growth and change
• Execute projects in a timely fashion driving cross functional awareness and operational readiness
• Maintain detailed and up to date documentation that clearly represents Affirm’s servicing model and business rules

As the Process Design Lead, Operations, you will be responsible for representing our Customer facing teams in key projects and initiatives by defining the business requirements for new tools or systems and providing business knowledge during the course of the initiative. In addition, this role is key in improving the processes and workflows that add value to our agents/specialists, improve quality and eliminate waste. There will be a heavy focus on ensuring our teams understand the changes being implemented from each initiative as well as feel ready and confident to incorporate them. You will also partner with internal Operations lines of business to provide feedback and coaching. This team has the critical role of continuously improving the knowledge of Affirm’s customer-facing teams and directly responsible for how these teams learn, retain, and access new information.

You must have an eye for detail and the ability to lead multiple projects and initiatives. In partnership with the team, you will optimize processes and build robust policies and programs to ensure adherence to regulatory and compliance requirements. You thrive in a fast-paced & ambiguous environment with constant change and a rapidly growing team.

What You'll Do:

• Develop policies that are streamlined, engaging and help our business and teams meet compliance and regulatory obligations.
• Act as the SME and single point of contact for projects and programs by being a key member of the working groups to inform the design, processes and configurations of systems or tools utilized by Customer Care, Collections and Operations Specialists.
• Collaborate with program delivery teams and the business to identify current gaps and opportunities to enhance the customer and agent experience.
• Design, implement and improve operational processes and workflows for the most efficient and effective servicing experience.
• Lead process improvement initiatives in order to enable Customer Ops teams to deliver best in class customer experience.
• Develop a framework for requirements gathering, properly assess changes needed to close gaps, refine processes, increase efficiency and quality, enhance systems and/or increase customer/agent satisfaction.
• Drive the execution of process requirements related to pivotal initiatives and foundational improvements.

What We Look For:

• Hands on experience in an operations environment doing documentation, technical writing, training development, and delivery & project management
• Strong experience in policy drafting, preferably from the financial services sector
• Excellent listening and problem-solving skills with keen attention to detail and organizational skills
• Proactive thinking, constantly seeking improvement opportunities in work
• Excellent verbal and written communication skills, including writing documentation, training content development, and presentations
• Prior experience working in financial services, fintech space or complex operational or customer support role a plus
• Willing to travel (up to 20%)