Affirm · 1 day ago
Manager, Workforce Management
Boston, MA
Full-time
Hybrid
Senior Level
$140K/yr - $190K/yr
7+ years expAffirm is reinventing credit to make it more honest and friendly, and they are seeking a Manager, Workforce Management to lead the strategy, planning, and execution of their WFM function across Customer and Fraud Operations. This role is critical in ensuring operational efficiency, maintaining SLA adherence, and improving service delivery through data-driven insights.
Financial ServicesFinTechLendingPayments
No H1B
Responsibilities
Lead workforce management strategies to ensure optimal staffing levels and efficient resource allocation across customer service teams
Own performance management across core WFM metrics, including interval compliance, occupancy, schedule adherence, and shrinkage
Monitor real-time case management, ensuring adherence to SLAs and intervention in bottleneck situations
Collaborate with Planning to forecast case volumes, plan capacity, and balance workloads
Partner with Vendor Management (VM) to evaluate and optimize agent productivity, training needs, and performance gaps
Develop and implement performance monitoring frameworks to track key operational metrics, including case resolution times, SLA adherence, and customer satisfaction scores
Analyze operational data to identify trends, root causes of performance issues, and actionable insights to enhance efficiency
Create and present reports on performance trends, vendor comparisons, and service delivery insights to senior leadership
Conduct in-depth investigations into escalations, case volume spikes, and process inefficiencies to recommend corrective actions
Drive continuous process enhancements to streamline case resolution workflows and improve customer experience
Lead cross-functional initiatives aimed at refining case handling procedures, reducing backlog, and enhancing quality control
Collaborate with Training and Knowledge Management teams to ensure frontline agents are equipped with the necessary tools and knowledge
Identify opportunities for automation and AI-driven efficiencies to improve case management effectiveness
Assess case backlog trends and work with WFM and Planning to implement resource adjustments
Investigate vendor performance variances and partner with VM team to recommend corrective actions (e.g., targeted training, coaching programs)
Analyze escalation patterns and work with Quality Assurance teams to refine agent workflows
Identify process breakdowns causing SLA breaches and lead structured interventions to resolve them
Provide leadership insights into performance gaps and recommend strategic initiatives to optimize service delivery
Qualification
Required
7+ years of experience in Workforce Management and business analysis, including at least 2–3 years in a leadership or strategy-focused role
Proven expertise in workforce management, business analysis, and customer operations
Strong data analytics skills, with proficiency in tools such as SQL, Tableau, Sigma, Excel, or similar platforms
Ability to drive process improvements through structured problem-solving and root cause analysis
Strong communication and leadership skills to collaborate with multiple stakeholders and influence decision-making
Preferred
Background in fintech, technology, or high-growth environments is a plus
Benefits
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
Company
Affirm
Affirm is a financial technology services company that offers installment loans to consumers at the point of sale.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$7.57BKey Investors
New York Life InsuranceSixth StreetPGIM Fixed Income
2025-10-31Post Ipo Debt· $750M
2024-12-17Post Ipo Debt· $800M
2024-12-13Post Ipo Debt· $4B
Leadership Team
Max Levchin
Founder & CEO
Robert O'Hare
Chief Financial Officer
Recent News
Crowdfund Insider
2025-12-25
2025-12-20
Company data provided by crunchbase