Manager, Workforce Management

Affirm; Regina; Remote; CAD 109,000 - 159,000; Full time

Job summary

A fintech company is seeking a Workforce Management Lead to drive strategies, optimize resource allocation, and enhance performance metrics. Candidates should have over 7 years of relevant experience, strong data analytics skills, and proficiency in SQL or Tableau. The role offers a transparent pay structure with a base salary range of $109,000 – $159,000 and extensive remote-work options.

Benefits

Health care coverage

Flexible Spending Wallets

Competitive vacation and holiday schedules

Employee stock purchase plan

Qualifications

• 7+ years of experience in Workforce Management and business analysis.
• Proven expertise in workforce management, business analysis, and customer operations.
• Strong data analytics skills with proficiency in various tools.

Responsibilities

• Lead workforce management strategies for optimal staffing.
• Own performance management across core WFM metrics.
• Monitor real-time case management and SLA adherence.

Skills

Workforce Management

Business Analysis

Data Analytics

Leadership

Communication

Tools

SQL

Tableau

Excel

Job description

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.

What You’ll Do

• Lead workforce management strategies to ensure optimal staffing levels and efficient resource allocation across customer service teams.
• Own performance management across core WFM metrics, including interval compliance, occupancy, schedule adherence, and shrinkage.
• Monitor real-time case management, ensuring adherence to SLAs and intervention in bottleneck situations.
• Collaborate with Planning to forecast case volumes, plan capacity, and balance workloads.
• Partner with Vendor Management (VM) to evaluate and optimize agent productivity, training needs, and performance gaps.
• Develop and implement performance monitoring frameworks to track key operational metrics, including case resolution times, SLA adherence, and customer satisfaction scores.
• Analyze operational data to identify trends, root causes of performance issues, and actionable insights to enhance efficiency.
• Create and present reports on performance trends, vendor comparisons, and service delivery insights to senior leadership.
• Conduct in-depth investigations into escalations, case volume spikes, and process inefficiencies to recommend corrective actions.
• Drive continuous process enhancements to streamline case resolution workflows and improve customer experience.
• Lead cross‑functional initiatives aimed at refining case handling procedures, reducing backlog, and enhancing quality control.
• Collaborate with Training and Knowledge Management teams to ensure frontline agents are equipped with the necessary tools and knowledge.
• Identify opportunities for automation and AI‑driven efficiencies to improve case management effectiveness.
• Assess case backlog trends and work with WFM and Planning to implement resource adjustments.
• Investigate vendor performance variances and partner with VM team to recommend corrective actions (e.g., targeted training, coaching programs).
• Analyze escalation patterns and work with Quality Assurance teams to refine agent workflows.
• Identify process breakdowns causing SLA breaches and lead structured interventions to resolve them.
• Provide leadership insights into performance gaps and recommend strategic initiatives to optimize service delivery.

What We Look For

• 7+ years of experience in Workforce Management and business analysis, including at least 2–3 years in a leadership or strategy‑focused role.
• Proven expertise in workforce management, business analysis, and customer operations.
• Strong data analytics skills, with proficiency in tools such as SQL, Tableau, Sigma, Excel, or similar platforms.
• Ability to drive process improvements through structured problem‑solving and root cause analysis.
• Strong communication and leadership skills to collaborate with multiple stakeholders and influence decision‑making.
• Background in fintech, technology, or high‑growth environments is a plus.

Pay

Pay Grade – K

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 range per year: $109,000 – $159,000

Visa sponsorship is not available for this position.

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.

Remote‑First

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.

EEO & Diversity

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.

Consent

By clicking "Submit Application," you acknowledge that you have read Affi­rm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.