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Lead, Service Delivery Experience & Insights

Lead Service Delivery Experience & Insights, remote in Canada.
Affirm
Remote
Canada
USD 65,571 - 94,714
CAD 90,000 - 130,000
Job Description
Affirm is seeking a Lead, Service Delivery Experience & Insights to oversee the lifecycle of cases, ensure SLA compliance, and drive continuous improvement. This role involves real-time business performance management and regulatory compliance, partnering with cross-functional teams to monitor and resolve customer cases. The Lead will provide data-driven insights, develop recommendations, and collaborate with Vendor Management, Quality Assurance, Training, Process, and Planning teams.

What this role involves:
  • Providing strategic oversight of the end-to-end lifecycle of customer cases.
  • Monitoring case queues and driving SLA compliance.
  • Collaborating with Workforce Management (WFM) and vendor teams to optimize case processes.
  • Performing root cause analysis (RCA) on escalations and recommending corrective actions.
  • Leading the development of weekly executive summaries and KPI reports.
  • Leveraging data to identify trends, inefficiencies, and performance gaps.
  • Developing and maintaining advanced dashboards and custom reports.
  • 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 including proficiency in Excel, SQL, or BI tools.
  • Experience in customer service, fraud operations, or financial operations.
  • Experience defining requirements and using data and metrics to draw business insights.
  • Proficiency in CRM systems, case management tools, and reporting software.
  • Strong analytical skills with the ability to synthesize complex datasets.
  • Demonstrated 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
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