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Affirm · 17 hours ago

Process Excellence Manager

United States

Full-time

Remote

Senior Level

$130K/yr - $170K/yr

5+ years exp

Affirm is reinventing credit to make it more honest and friendly, and they are seeking a Process Excellence Manager to contribute to their Shared Services team within Operations. The role involves leading complex cross-functional programs, developing execution plans, and ensuring alignment with business priorities while managing risks and stakeholder engagement.

Financial ServicesFinTechLendingPayments

Comp. & Benefits

No H1B

Responsibilities

Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities

Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets

Partner with senior leaders, product, engineering, and operations teams to ensure priorities are aligned and deliver measurable business impact

Establish strong stakeholder engagement practices, providing clear, polished, and executive-ready communications on program status, outcomes, and impact

Proactively identify risks and issues, propose data-backed solutions, and drive resolution in partnership with stakeholders

Apply Lean Six Sigma methodologies to identify root causes, implement improvements, and raise the bar for quality and efficiency

Own the end to end lifecycle of process and product changes, from design through change management and adoption, ensuring outcomes deliver meaningful impact to customers and the business

Create, develop, plan, write and edit operational, instructional, and procedural content for both internal and external users

Produce products that conform to the company documentation and quality assurance standards

Collaborate with product and engineering partners to enhance their understanding of the current customer experience and identify opportunities for improvement

Apply technical depth to plan, design, and create complex operational, instructional, and procedural content

Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents

Represent Process Excellence in cross-functional forums, helping shape broader servicing priorities while ensuring alignment within working groups

Responsibilities may be extended to include other areas of project management and the successful candidate will need to skill-up to have a working knowledge of these areas

Qualification

Program ManagementContinuous ImprovementFinancial RegulationsSix Sigma CertificationProcess MappingStakeholder EngagementRisk ManagementCross-Functional ExecutionWritten CommunicationVerbal Communication

Required

5+ years of experience in Program Management, Continuous Improvement, Product Operations or a similar function

3+ years of experience with the dispute management process at a fintech or financial institution, including 3+ years in a management role that involves scaling operations and providing ongoing coaching and feedback to team members

Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data

Experience with Visa's operating rules and regulations

Must have working knowledge of Regulation E and Regulation Z compliance

Certification in Six Sigma, Project Management or Design Thinking

Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes

Strong skills in strategic planning, issue/risk management and cross-functional execution

Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders

Proficiency in process mapping and workflow analysis

Proven Experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency

Experience building processes within a regulatory environment