Service Delivery Experience & Insights Specialist II

Affirm is seeking a Service Delivery Experience & Insights Specialist II to oversee the lifecycle of customer cases and drive continuous improvement within the Service Delivery department. This role involves real-time business performance management and compliance with regulatory requirements. The specialist will partner with cross-functional teams to monitor, track, and resolve customer cases, providing insights from data analysis and developing actionable recommendations.

What this role involves:
• Overseeing the end-to-end lifecycle of customer cases.
• Monitoring case queues and ensuring SLA compliance.
• Performing root cause analysis on escalations.
• Compiling weekly executive summaries and KPI reports.
• Creating dashboards and custom reports.
• Partnering with stakeholders to implement process enhancements.
• Ensuring compliance with regulatory requirements.

Requirements:
• Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience.
• Strong data analysis skills with experience using Excel, SQL, or BI tools.
• Experience in customer service, fraud operations, or financial operations.
• Proficiency in CRM systems, case management tools, and reporting software.
• Ability to work effectively in a fast-paced environment.

What Affirm 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