Process Excellence Manager

Affirm; Remote; CAD 138,000 - 194,000; Full time

Job summary

A leading fintech company is seeking an experienced Program Manager to oversee complex cross-functional initiatives. This role involves developing program roadmaps, ensuring alignment with business goals, and leading process improvements. The ideal candidate will have at least 5 years of program management experience, a strong understanding of financial regulations, and exceptional communication skills. Remote-first work culture with competitive benefits, including subsidized healthcare and an employee stock purchase plan.

Benefits

100% subsidized medical coverage

Competitive vacation and holiday schedules

Employee stock purchase plan

Qualifications

• 5+ years of experience in Program Management or similar function.
• 3+ years experience in dispute management within a fintech.
• Must have working knowledge of Regulation E and Regulation Z compliance.

Responsibilities

• Lead complex cross-functional programs ensuring alignment with business priorities.
• Develop and track program roadmaps against KPIs and budgets.
• Establish stakeholder engagement practices and provide executive-ready communication.

Skills

Stakeholder engagement

Risk management

Lean Six Sigma methodologies

Strategic planning

Process mapping

Education

Certification in Six Sigma, Project Management or Design Thinking

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.

What You’ll Do

• Lead complex cross‑functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long‑term business priorities.
• Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Partner with senior leaders, product, engineering, and operations teams to align priorities and deliver measurable business impact.
• Establish strong stakeholder engagement practices, providing clear, polished, and executive‑ready communications on program status, outcomes, and impact.
• Proactively identify risks and issues, propose data‑backed solutions, and drive resolution in partnership with stakeholders.
• Apply Lean Six Sigma methodologies to identify root causes, implement improvements, and raise the bar for quality and efficiency.
• Own the end‑to‑end lifecycle of process and product changes, from design through change management and adoption, ensuring outcomes deliver meaningful impact to customers and the business.
• Create, develop, plan, write and edit operational, instructional, and procedural content for both internal and external users.
• Produce products that conform to the company documentation and quality assurance standards.
• Collaborate with product and engineering partners to enhance their understanding of the current customer experience and identify opportunities for improvement.
• Apply technical depth to plan, design, and create complex operational, instructional, and procedural content.
• Represent Process Excellence in cross‑functional forums, helping shape broader servicing priorities while ensuring alignment within working groups.

What We Look For

• 5+ years of experience in Program Management, Continuous Improvement, Product Operations or a similar function.
• 3+ years of experience with the dispute management process at a fintech or financial institution, including 3+ years in a management role that involves scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Deep understanding of dispute management rules, response codes, and recommended response data.
• Experience with Visa’s operating rules and regulations.
• Must have working knowledge of Regulation E and Regulation Z compliance.
• Certification in Six Sigma, Project Management or Design Thinking.
• Demonstrated success leading large‑scale, cross‑functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
• Strong skills in strategic planning, issue/risk management and cross‑functional execution.
• Excellent written and verbal communication with the ability to deliver polished, executive‑ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis.
• Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency.
• Experience building processes within a regulatory environment.

Pay & Benefits

Pay Grade – J
Equity Grade – 4
Base pay range per year: $102,000 – $142,000
Remote‑first company with flexible office options. Benefits include 100% subsidized medical coverage, dental and vision for you and your dependents, generous stipends for technology, food, and family forming expenses, competitive vacation and holiday schedules, and an employee stock purchase plan (ESPP).

Remote Work

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. Occasionally, office‑based roles remain for specific responsibilities.