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Director, Service Delivery

Returnly

Returnly

Software Engineering
Canada · Remote
Posted on Thursday, March 14, 2024

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.

We are seeking a highly motivated and experienced Director of Service Delivery to join our Operations team! The scope of the Director, Service Delivery includes all customer and merchant assisted servicing, fraud operations, vendor supported servicing and workforce management. On a day to day basis, the Director, Service Delivery must ensure service level adherence across all communication channels, geographies, languages, and products; including the development of people, managing their performance and ensuring that the conditions for success are in place. This also includes delivering the right outcome for our customers & merchants, upholding the Affirm brand, providing a positive employee experience and maximizing revenue while managing costs.

We are looking for a leader who has a strong analytical foundation supporting a rigorous operational & servicing mindset in conjunction with excellent collaboration skills. A successful candidate will be comfortable leading a team in this fast paced dynamic environment. They will have demonstrated business focused culture-building leadership, an ability to provide well reasoned input into company strategy, and align with our customers while balancing a healthy level of risk with an economically efficient servicing ecosystem.

Reporting to the Vice President, Technical Programs & Operations, the role will be responsible for facilitating and supporting the short and long term strategies for the Service Delivery team, driving a roadmap of initiatives aligned to company goals and objectives and setting the strategy and course for the future growth and development of the team.

What you'll do

  • Lead, influence, and own Service Delivery strategy, outcomes, and execution for the team.
  • Establish and reinforce an analytical and data driven culture both within the team and across the company in partnership with Product, Analytics, Engineering and the broader business.
  • Drive business growth by enabling tools and services that allow for more effective and efficient servicing of consumers and merchants.
  • Partner closely with the Product, Engineering, and Analytics leaders and teams to create and align a Operations and Servicing strategy that supports our users, merchants, and company needs
  • Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Develop a high-performing team by defining talent needs, building a diverse team and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things and supported in working together to solve problems
  • Identify and implement strategic changes in the team to generate efficiencies and drive better customer & merchant experiences while ensuring the teams adhere to regulatory and compliance requirements

What we look for

  • 10+ years in Service Delivery or Operations leadership, preferably at B2B2C
  • Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions
  • Experience attracting, leading, and inspiring highly talented, diverse early and late career professionals across geographically distributed teams
  • Proven experience of financial acumen related to servicing and operations cost and impact
  • Experience in high-growth, technology driven companies, with financial services or regulated industries preferred.
  • You're an advocate for the consumer and merchants across multiple dimensions, using multiple perspectives to guide effective communication with cross-functional stakeholders and executives

Pay Grade - CAN70

Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.

CAN70 base pay range per year:
Min: $142,900
Mid: $164,300
Max: $185,700

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

  • 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

We 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.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy for applicants within the United States, the EU Employee Notice Regarding Use of Personal Data (Poland) for applicants applying from Poland, the EU Employee Notice Regarding Use of Personal Data (Spain) for applicants applying from Spain, or the Affirm U.K. Limited Employee Notice Regarding Use of Personal Data for applicants applying from the United Kingdom, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.