Senior Program Manager, Affirm

$142-210k

Salary dependent on location

Senior and Expert level
Remote in US

More information about location

Affirm

POS installment loans

Be an early applicant

Affirm

POS installment loans

1001+ employees

FintechB2CPersonal financePaymentsSaaS

Be an early applicant

$142-210k

Salary dependent on location

Senior and Expert level
Remote in US

More information about location

1001+ employees

FintechB2CPersonal financePaymentsSaaS

Company mission

To deliver honest and transparent financial products that improve users' lives.

Role

Who you are

  • To succeed in this role, you will need strong leadership skills, a data-driven mindset, exceptional problem-solving abilities, and excellent project management expertise
  • 7+ 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
  • Experience working with cross-functional teams such as Engineering, Product, Operations, Legal, Compliance to drive outcomes
  • Serve as a subject matter expert and point of contact internally and externally across departments in reviewing transactions, troubleshooting issues, and handling escalations
  • Assist in communicating the fraud and dispute process and desired product and process improvements with senior management, fraud, customer service, and other cross-functional teams to enhance the user experience
  • Must be able to create and manage projects from conception to completion
  • Must ensure that customers receive the best service across fraud and dispute-related touchpoints
  • Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others

What the job involves

  • We are hiring an exceptional program manager to develop and support a customer-centric Disputes Experience ensuring that disputes are resolved efficiently, accurately, and in compliance with regulatory requirements
  • As a Program Manager, your primary responsibility will be to oversee the comprehensive dispute resolution process and lead the expansion of our Card and Money account products
  • The role requires independent assessment and interpretation of key regulations like Reg E and Reg Z in collaboration with product owners and compliance & legal teams so that regulatory obligations are fully understood, embedded and adhered within our dispute process
  • As a key player, you will work closely with leadership and cross-functional stakeholders to bring about organizational change and report into the Senior Manager of Ops Programs
  • Support the expansion of the Affirm Card and Affirm Money account products, in collaboration with the Product team and drive operational readiness in terms of people, process and technology
  • Lead the Dispute governance and oversight program bringing enhancements to Standard Operating Procedures, Quality Assurance Program, and Agent training
  • Manage key bank partner relationships and collaborate with them and Marqeta to understand their position on regulations, assisting in solutioning and translating regulations into executable requirements
  • Track our chargeback success rate and identify opportunities for improvement
  • Monitor dispute volume, identifying trends, and developing reports
  • Informing requirements and monitoring effectiveness of agent training program
  • Interface with Service delivery, Workforce Management, Process Excellence, Training teams, and third party vendors to improve processes or reconcile gaps in dispute handling
  • Provide guidance on escalated dispute cases in collaboration with Compliance Advisory and Product Legal teams
  • Primary liaison for internal audits and overseeing the management of external audits relating to dispute resolution. Support preparation of internal and external audits and compliance in accordance with regulatory standards
  • Track and identify changes in the regulatory landscape that could affect our products, working to reduce risks, educating our teams to ensure ongoing compliance
  • Perform regulatory assessments of the focus areas including review of processes and procedures, adherence by staff and make recommendations to improve internal controls and compliance

Otta's take

Sam Franklin headshot

Sam Franklin

CEO of Otta

Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.

Boating over 15 million customers and 245,000+ merchants, the company offers flexible payback options, ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.

Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.

Insights

Top investors

Few candidates hear
back within 2 weeks

-11% employee growth in 12 months

Company

Funding (last 2 of 5 rounds)

Sep 2020

$500m

SERIES G

Apr 2019

$300m

SERIES F

Total funding: $1.1bn

Company benefits

  • Spending wallets
  • Supportive communities
  • Remote-first workforce
  • Generous time off
  • Health benefits
  • Mental healthcare
  • Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
  • We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
  • We offer 24 company-wide paid days off—which help our teams collectively pause to recharge
  • Learning & development

Company values

  • People Come First
  • No Fine Print
  • It's On Us
  • Simpler is Better
  • Push the Envelope

Company HQ

Chinatown, San Francisco, CA

Founders

Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.

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