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.
Our Consumer Servicing department is in search of a highly driven Senior Engineering Manager with a proven track record of leading high-performing engineering teams in the servicing sector. This role is crucial in establishing our engineering group responsible for driving our CRM strategy. You will collaborate with a diverse group of cross-functional stakeholders to enable our operations team to deliver an exceptional customer experience. This will necessitate thoughtful, decisive leadership across three teams with a broad range of expertise, from full-stack engineers to Salesforce administrators. You will oversee our internal agent portals, infrastructure to support our Salesforce deployment, and team of SFDC admins.
We are obsessed with the customer experience, and you will play a significant role in enabling Affirm to meet our high standards. Join us as we build a respected, enduring financial services brand based on honesty and trust. It's going to be an exciting journey!
What you’ll do
- Lead your team to meet the needs of our customer operations teams while ensuring that our technical strategy and decision-making are robust and future-proof.
- Drive the planning and prioritization of projects based on product, technical, and business goals by leveraging resources, data, and relationships across the organization.
- Empower your team during quarterly planning and working closely with peers and teams to remove obstacles, articulate trade-offs, and secure funding.
- Develop a strategy on how we leverage our different vendors and the tools they bring to Affirm.
- Coach and mentor your management team to increase their impact through regular performance development and feedback conversations.
- Cultivate a respectful and supportive environment for all team members that effectively leverages the diversity of the team.
- Work with the different backgrounds and disciplines on your team to ensure that everyone has clear and actionable growth opportunities.
What we look for
- Experience in omnichannel customer relationship management, familiar with the challenges and opportunities of working with industry-standard tools like Salesforce or Zendesk.
- 10+ years of experience as a software engineer with leadership responsibilities and 3+ years as a group engineering manager.
- Demonstrated experience in building and scaling platforms and distributed systems that require high availability, security, and resilience.
- Experience managing and maximizing the impact of key vendor partnerships.
- A track record of aligning a cross-functional group around a strategy, and leading over subsequent quarters to deliver results.
- A customer-centric mindset, willing to go the extra mile to ensure that we are doing right by the people who use our products.
- Humility and self-awareness, with an understanding of opportunities to learn and grow. You thrive in ambiguity.
Pay Grade - USA32
Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.
USA base pay range (CA, WA, NY, NJ, CT) per year:
Min: $222,300
Mid: $277,800
Max: $333,400
USA base pay range (all other U.S. states) per year:
Min: $200,000
Mid: $250,000
Max: $300,100
#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.
