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.
As a Manager, Merchant Implementation, you will be responsible for leading the Merchant Operations team, which includes the Implementation, Care & Development, and Vendor Management teams. Together, these groups support transactional lending and banking processes on behalf of our merchants.
In this role, you will manage a team of passionate and motivated service professionals, helping them achieve performance targets while delivering exceptional merchant experiences. You'll coach, develop, and lead the team through onboarding new merchant partners and resolving complex integration inquiries efficiently. Your leadership will be instrumental in driving key business outcomes—including productivity, accuracy, and merchant satisfaction.
What You'll Do:
Lead and develop a scaled organization, including people leaders, vendor partners, and internal specialists, while fostering a culture of accountability, development, and continuous improvement
Develop and report on performance KPIs including onboarding SLAs, merchant satisfaction (MSAT), productivity, and operation accuracy, providing regular readouts to senior leadership
Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant, translating insights into operational improvements, and product recommendations that shape the future of merchant operations and enable scale
Define and deliver strategic roadmaps to improve merchant satisfaction, increase operational efficiency through process transformation, automation, and tooling enhancements
Drive employee engagement and a high performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement and empowerment
Partner with recruiting to hire candidates and coordinate with training for on-boarding, ongoing learning and to ensure work is being appropriately assigned and evaluated
Use strong presentation and communication skills to report findings and recommendations to leadership teams
Keep ahead of industry developments and apply standard methodologies to areas of improvement
What We Look For:
4+ years of experience in people management positions with previous experience working in financial services, fintech, or a complex operational or transactional processing role preferred
Self-starter with strong sense of urgency, high accountability and excellent attention to detail with the capability to thrive in a fast paced environment
Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams
Proven experience in leading teams through major change and comfort with ambiguity
Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected
Strong merchant empathy and service level focus
Pay Grade - J
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 job-related 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: $102,000 - $142,000
Please note that visa sponsorship is not available for this position.
#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.
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