Affirm11 дней назад

Resolutions Manager

Зарплата не указана

Remote Canada

Обязанности

01Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels
02Develop and execute strategies that improve collections, customer outcomes, operational efficiency, and overall customer experience
03Lead relationships with collections BPOs, AI providers, and technology partners, ensuring strong performance, compliance, and accountability
04Monitor portfolio performance and customer behavior trends, using data and insights to identify opportunities and drive continuous improvement
05Partner closely with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale innovative collections solutions
06Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences
07Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into cross-functional decision-making
08Drive initiatives that improve engagement across all collections channels, including voice, SMS, email, digital, and emerging technologies
09Establish scalable processes, operating models, and performance frameworks that support future growth
10Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners

015+ years of experience leading collections programs
02Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences
03Strong understanding of collections, recoveries, customer engagement, or financial services operations
04Experience working with BPO partners, vendors, and external service providers
05Demonstrated ability to leverage data to drive business decisions and operational improvements
06Experience partnering with Product, Engineering, Analytics, Compliance, and Operations teams
07Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions
08Proven ability to lead large-scale operational initiatives and drive measurable business outcomes
09Excellent communication, stakeholder management, and influencing skills
10Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution

01Pay Grade - K
02Equity Grade - 4
03CAN base pay range per year: $117,000 - $167,000 CAD
04Remote-first company
05Majority of roles are remote and you can work almost anywhere within the country of employment
06Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
07Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
08Time off - competitive vacation and holiday schedules
09ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount