Manager, Merchant Operations Applications

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. Affirm proudly includes Returnly.
The Servicing Technology team focuses on Designing, Developing, Implementing, and Maintaining our Case Management System (CMS). CMS is the foundation for all omni-channel interactions, meant to enable outstanding servicing for our Merchant Service Associates and our diverse network of Affirm Merchants across the Globe.
The Merchant Ops TPM is a key member of our CRM Applications team. We're looking for a strong technical leader to drive how our projects improve the servicing experience for merchant support agents across the globe. You will work directly with the project team and internal clients gathering requirements to analyze, design and/or implement technology best practice business changes.
What You'll Do:

• Structure and build the process and systems for supporting Merchant Ops through our Merchant Service CMS using Zendesk.
• Support requests for changes to workflows, validation, reporting by identifying business requirements, designing the system solution, and leading or executing the implementation of the system enhancements.
• Develop comprehensive project plans that merge system requirements with company goals and coordinate various managers and technical personnel during all project phases, from initial development through implementation.
• Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives
• Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects
• Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones
• Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables.
• Work closely with cross functional stakeholders to identify needs, set priorities, and work through updates on implementation and deliverables.
• Analyze economics of project plans and provide actionable feedback relating to cost benefit and return-on-investment standards.
• Identify and size risks in the project workstream, activate remediation plans

What We Look For:

• 5+ years of experience in technical roles, including 2+ in program management
• Experience with Zendesk and/or Salesforce case management
• Passion and drive to change customer servicing for the better
• Organized and strategic approach to collaborating across multi-disciplinary teams
• Track record of successfully launching and supporting software products
• Clear and compelling written and verbal communication
• Obsesses over getting the details right but knows how to ship on time

Location - Remote U.S.
Grade - USA29
Please note that visa sponsorship is not available for this position.
#LI-Remote
Affirm is proud to be a remote-first company ! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado's Equal Pay for Equal Work Act , the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here .
If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways-not just candidates who check all the boxes.
Inclusivity:
At Affirm, People Come First is one of our core values, and that's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report .
We also 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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