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Affirm: Senior Manager, Business Applications

Affirm

This is a Contract position in Montreal, QC posted May 30, 2021.

This team works with partner and customer facing service teams across Affirm Ops to enable them with the tools and insights needed to most effectively and efficiently deliver service to our end user.

To deliver these solutions, we go deep to understand business priorities, translate to a tooling strategy and roadmap, and work with our Product and Engineering partners to develop and deploy solutions to enable Ops teams.

As Head of this function, you will lead a team of Developers, Admins and Program Managers working with Product Management and Engineering Leadership across Affirm to craft and deliver tools for our high-touch service teams.

You will help scope, build, and bring to market innovative tools that meet the needs of our frontline teams.What youll doStrategy: Develop tools strategy for Customer, Merchant and Fraud Operations teams in the Affirm Ops organization.

Develop a coordinated roadmap for servicing infrastructure & tools, and align the direction with the product leadership team.Team management: Lead a team of System Developers, Administrators and Program Managers that build and maintain a stack of operational systems and tools for Affirm Operations (Customer, Merchant and Fraud Ops teams).

Guide the Servicing Infrastructure & Tools team to shape theproduction and administration operational strategy for all Ops.Leadership: Develop the vision, goals / OKRs, priorities and work alongside the team to accomplish them.

Ensure high-quality customer service and ongoing technical skill development.

Develop and execute robust prioritization operations across the Servicing Infrastructure & Tools footprint.Stakeholder Management: Partner with Product Management and Engineering to translate customer needs into a better overall product.

Build positive relationships with the Product and Engineering teams to ensure a collaborative approach to delivering innovative tools.

Ensure accountability of product teams for delivering on requirements and business team engagement for delivering on deployment goals.Issue Resolution & Prevention: Partner with Software Engineering to handle production incidents in real time with emphasis on timely and thorough issue identification and customer communication.

Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.What we look for10 years of enterprise systems integration, strategy consulting, or product management experience.Negotiation experience.

Experience influencing senior executives.Experience delivering business change initiatives and working with product development teams.Experience operating within and leading cross-functional teams (e.G.

engineering, product management, analytics, operations)Operational experience in roles such as System development, Workflow management, training, or routing infrastructureStrong executive presence and ability to influence senior stakeholders across organizational bordersDistinctive delivery approach with aim to solve complex problems through structured root cause problem solving and tenacious prioritization, especially in areas with high levels of ambiguityCapable of speaking to both technical and business stakeholders and usersOutstanding problem solving and analytical skillsStrong relationship building, collaboration and negotiation skillsStrong communication, project management and analytical skillsSalesforce Platform Developer certification helpfulExpert level proficiency in Salesforce.Com and proven grasp of CPQ, SOQL and ApexExperience using Visualforce, Apex controllers, Triggers, Batch Apex, and other programmatic solutions on the Salesforce platform helpful