Process Excellence Manager

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 Process Excellence Manager, you will be a key contributor to affirm’s Shared Services team that sits within our Operations organization. We are seeking an experienced, data driven and hands on professional with experience designing simple and efficient business processes in a complex environment. As a senior individual contributor on the Process Excellence team, you will play a key role in planning, coordinating, and overseeing multiple related projects that align with the organization’s strategic goals.

This role ensures initiatives are delivered on time, within scope, and within budget, while achieving desired business outcomes. This role works cross-functionally to align teams, manage dependencies, and track performance against objectives. You will represent the Operations Organization and ensure operational readiness for key business changes.

• Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Partner with senior leaders, product, engineering, and operations teams to ensure priorities are aligned and deliver measurable business impact.
• Establish strong stakeholder engagement practices, providing clear, polished, and executive-ready communications on program status, outcomes, and impact.
• Proactively identify risks and issues, propose data-backed solutions, and drive resolution in partnership with stakeholders.
• Apply Lean Six Sigma methodologies to identify root causes, implement improvements, and raise the bar for quality and efficiency.
• Own the end to end lifecycle of process and product changes, from design through change management and adoption, ensuring outcomes deliver meaningful impact to customers and the business.
• Create, develop, plan, write and edit operational, instructional,and procedural content for both internal and external users.
• Produce products that conform to the company documentation and quality assurance standards.
• Collaborate with product and engineering partners to enhance their understanding of the current customer experience and identify opportunities for improvement.
• Apply technical depth to plan, design, and create complex operational, instructional, and procedural content.
• Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Represent Process Excellence in cross-functional forums, helping shape broader servicing priorities while ensuring alignment within working groups.
• Responsibilities may be extended to include other areas of project management and the successful candidate will need to skill-up to have a working knowledge of these areas.

• 5+ years of experience in Program Management, Continuous Improvement, Product Operations or a similar function.
• 3+ years of experience with the dispute management process at a fintech or financial institution, including 3+ years in a management role that involves scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data.
• Experience with Visa’s operating rules and regulations.
• Must have working knowledge of Regulation E and Regulation Z compliance.
• Certification in Six Sigma, Project Management or Design Thinking.
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
• Strong skills in strategic planning, issue/risk management and cross-functional execution.
• Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis.
• Pr…