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Job Description
Affirm is seeking a Lead, Service Delivery Experience & Insights to oversee the lifecycle of cases and drive continuous improvement. This role involves real-time business performance management and compliance with regulatory requirements. The Lead will partner with cross-functional teams to monitor and resolve customer cases, providing insights from data analysis and actionable recommendations.
Role Involves:
- Providing strategic oversight of customer cases.
- Monitoring case queues and driving SLA compliance.
- Collaborating with Workforce Management and vendor teams.
- Performing root cause analysis on escalations.
- Leading the development of executive summaries and KPI reports.
- Developing and maintaining advanced dashboards.
- Partnering with stakeholders to drive process improvements.
- Ensuring compliance with regulatory requirements.
Requirements:
- Bachelor’s degree in Business, Finance, Operations, or a related field, or 6+ years of relevant experience.
- Advanced data analysis skills (Excel, SQL, BI tools).
- Experience in customer service, fraud operations, or financial operations.
- Proficiency in CRM systems and reporting software.
- Strong analytical skills.
- Experience mentoring junior team members.
What This Role Offers:
- 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
