About the job
At Affirm, we are redefining the concept of credit to ensure it is transparent and accessible, empowering consumers to make purchases with the flexibility of buy now, pay later, free from hidden fees and compounding interest.
As the Process Excellence Manager, you will be an essential member of Affirm’s Shared Services team within our Operations organization. We're looking for a seasoned, data-driven professional who excels at designing streamlined and effective business processes in intricate environments. In this senior individual contributor role, you will be pivotal in planning, coordinating, and managing multiple interrelated projects that align with our strategic objectives. You will ensure that initiatives are executed on schedule, within scope, and budget, while achieving desired business results. This position requires cross-functional collaboration to align teams, manage dependencies, and monitor performance against set goals. You will act as a representative of the Operations Organization, ensuring operational readiness for significant business transformations.
Key Responsibilities:
Direct complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business goals.
Craft concise program roadmaps and execution strategies, tracking progress against KPIs, timelines, and budgets.
Collaborate with senior leaders, product, engineering, and operations teams to ensure priorities are synchronized and deliver measurable business outcomes.
Establish robust stakeholder engagement practices, providing polished, executive-level communications regarding program status, outcomes, and impacts.
Proactively identify risks and issues, propose data-driven solutions, and facilitate resolution in collaboration with stakeholders.
Utilize Lean Six Sigma methodologies to pinpoint root causes, implement enhancements, and elevate quality and efficiency standards.
Oversee the entire lifecycle of process and product changes, from design through change management and adoption, ensuring meaningful impacts for customers and the business.
Create, develop, and edit operational, instructional, and procedural content for both internal and external audiences.
Deliver products that meet the company’s documentation and quality assurance standards.
Work closely with product and engineering teams to enhance their understanding of the current customer experience and identify improvement opportunities.

