Job Title

Join to apply for the Manager, Workforce Management role at Affirm 2 days ago Be among the first 25 applicants 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 looking for a Manager, Workforce Management to lead the strategy, planning, and execution of our WFM function across Customer and Fraud Operations. In this role, youll ensure our teams are staffed and resourced effectively to meet service-level goals, while also driving data-driven analysis to optimize performance, enhance the customer experience, and enable scalable growth. Youll partner closely with Planning, Vendor Management, Training, and Product teams to deliver operational excellence and continuous improvement in a fast-paced, high-growth environment. As a Manager, Workforce Management, you will be responsible for overseeing workforce management (WFM) and driving business analysis initiatives to optimize performance across Customer and Fraud Operations. This role is critical in ensuring operational efficiency, maintaining SLA adherence, and improving service delivery through data-driven insights. You will partner closely with crossfunctional teams, including Vendor Management, Quality Assurance, Training, Process, and Planning teams, to enhance customer service operations and drive continuous improvement. What Youll Do 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 realtime 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 crossfunctional 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 AIdriven 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. What We Look For 7+ years of experience in Workforce Management and business analysis, including at least 23 years in a leadership or strategyfocused 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 problemsolving and root cause analysis. Strong communication and leadership skills to collaborate with multiple stakeholders and influence decisionmaking. Background in fintech, technology, or highgrowth environments is a plus. Pay Grade - K Equity Grade - 4 Employees new to affirm typically come in at the start of the pay range. affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and jobrelated skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) CAN base pay range per year: $109,000 - $159,000 Please note that visa sponsorship is not available for this position. Affirm is proud to be a remotefirst 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 officebased due to the nature of their job responsibilities. 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. We believe Its 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 affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. Seniority level MidSenior level Employment type Fulltime Job function Project Management and Information Technology Referrals increase your chances of interviewing at affirm by 2x Get notified about new Manager Workforce Management jobs in Kitchener, Ontario, Canada . Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr