Service Delivery Experience & Insights Specialist II

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.

Affirm's mission is to deliver honest financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the point of sale. Working jointly with our clients, Affirm co-develops and executes on joint partnership strategies to innovate and grow the business.

As a Service Delivery Experience & Insights Specialist II, you will be responsible for overseeing the entire lifecycle of cases, ensuring compliance with service level agreements (SLAs) and driving continuous improvement within our Service Delivery department. This role is integral to real-time business performance management as well as compliance with established regulatory requirements, as you'll partner with cross-functional teams to monitor, track, and resolve customer cases. You will provide insights from data analysis, develop actionable recommendations, and collaborate closely with key partners such as Vendor Management, Quality Assurance, Training, Process, and Planning teams.

What You'll Do:

Operational & Case Management:
• Oversee the end-to-end lifecycle of customer cases, ensuring resolution efficiency, accuracy, and quality.
• Monitor case queues, track aged cases, and ensure SLA compliance through proactive interventions.
• Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively.
• Perform root cause analysis (RCA) on escalations and drive corrective action.

Data Analysis & Business Insights:
• Compile weekly executive summary and key performance indicator reports
• Utilize quantitative and qualitative data to identify trends, performance gaps, and areas for improvement.
• Create dashboards and custom reports to track KPIs related to customer operations, fraud, and business performance.
• Provide executive-level summaries on key performance metrics, operational trends, and process enhancements.
• Distill insights from case audits and trend analysis to recommend operational changes.

Process Improvement & Compliance:
• Partner with key stakeholders to implement process enhancements aimed at improving customer and business outcomes.
• Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency.
• Ensure compliance with regulatory requirements by identifying gaps and collaborating with risk and compliance teams.
• Lead initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness.
• Support the development, documentation, and implementation of new policies and procedures.

Minimum Qualifications:
• Bachelor's degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience in customer operations, business analysis, or compliance.
• Strong data analysis skills with experience using Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma).
• Experience working in customer service, fraud operations, or financial operations within a high-growth or fintech environment.
• Experience defining requirements and using data and metrics to draw business insights.
• Proficiency in CRM systems, case management tools, and reporting software.
• Ability to work effectively in fast-paced and evolving environment
• Ability to synthesize large datasets and extract meaningful insights.

Preferred Qualifications:
• Experience in the fintech, technology, or energy industry.
• Knowledge of regulatory compliance in customer operations (e.g., consumer protection laws, fraud prevention).
• Prior experience in process automation and operational strategy.

Pay Grade - E
Equity Grade - 2

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.)

USA base pay range per year: $71,000 - $91,000

#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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