Process Design Lead (Customer Journey)

Global Trade Plaza; Old Toronto; Remote; CAD 78,000 - 118,000; Full time

Job summary

An innovative company is seeking a skilled Program Manager to enhance customer experiences and drive operational excellence. In this dynamic role, you will leverage your expertise to inform and influence strategies, ensuring the success of product journeys. You will collaborate with cross-functional teams, utilizing data-driven insights to improve processes and deliver impactful results. This remote-first organization offers a supportive environment with generous benefits, allowing you to thrive while making a significant difference in the financial services space. If you are passionate about driving change and enhancing customer satisfaction, this opportunity is perfect for you.

Benefits

100% subsidized medical coverage

Dental and vision coverage

Flexible Spending Wallets

Competitive vacation and holiday schedules

Employee stock purchase plan

Qualifications

• 5+ years in Program Management or similar roles.
• Strong background in data analysis and process improvement.

Responsibilities

• Drive product investments and monitor effectiveness of key workstreams.
• Lead cross-functional project teams and manage technical issues.

Skills

Program Management

Product Operations

Business Analytics

Lean Six Sigma

SQL

Critical Thinking

Process Improvement

Education

Certification in Six Sigma

Project Management Certification

Design Thinking Certification

Tools

Data Dashboards

Job description

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 member of the Process Excellence team, you will be a key contributor to Affirm’s Shared Services team that sits within our Operations organization. We are seeking an experienced, data driven and hands on professional with a strong background in leading complex programs and driving operational rigor and excellence. You will play a key role in reimagining the customer experience by developing expertise in a specific product area and strategically guiding investments and opportunities across the business. In this role, you will be responsible for ensuring the continued performance and improvements of specific product journeys.

What You’ll Do

1. Operate as a product and process expert in business areas & pillars
2. Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to drive product investments
3. Monitor the effectiveness of key product workstreams and make recommendations for improvement
4. Hold Operations and Product accountable to key KPI’s, ensuring any missed metrics are addressed with a comprehensive mitigation plan
5. Work with product and engineering partners to enhance their knowledge of the current customer experiences and existing opportunities
6. Maintain and utilize complex dashboards for performance insights
7. Attend Weekly/Monthly/Quarterly governance meetings with Product, Operations and Analytics
8. Manage the development and implementation process of the company’s products and services
9. Act as primary escalation point for Product and Engineering Leads and manage/coordinate the resolution of technical issues
10. Plan, perform and implement process improvement initiatives utilizing Lean Six Sigma methodologies
11. Organize, lead and facilitate cross-functional project teams
12. Diagram, evaluate and maintain operational processes
13. Design and conduct technical user acceptance testing providing feedback and guidance to product partners to improve process performance and product quality
14. Responsibilities may be extended to include other areas of program management and process design, the successful candidate will need to skill-up to have a working knowledge of these areas

What We Look For

1. 5+ years of experience in Program Management, Product Operations, Business Analytics or a similar function
2. Certification in Six Sigma, Project Management or Design Thinking
3. Experience owning program strategy, end to end delivery, and communicating results to senior leadership
4. Experience in managing and delivering a successful programs, consistently meeting or exceeding timelines
5. Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance
6. Experience analyzing, documenting, and mapping operational processes through workflows
7. Strong understanding of regulatory requirements in the financial services space
8. SQL experience and ability to pull data from data warehouses is a plus

Pay Grade - H

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 is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

CAN base pay range per year: $78,000 - $118,000

Please note that visa sponsorship is not available for this position.

Work Environment

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.

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

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.

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