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Outsourcing Strategy Lead

Company: Affirm
Location: San Francisco
Posted on: May 16, 2022

Job Description:

Affirm aims to provide better financial products to improve the lives of consumers. We need an exceptional individual to help support our growing business through outsourcing vendor strategy, contractual management, and cross-functional partnerships. The ideal candidates will have strong knowledge of customer care operations and collections processes, business acumen, and judgment with the ability to lead cross-functional programs/projects, build new processes, drive continuous improvements and implement technology to support new businesses, vendors, and partners. -
This role requires a strong individual with the ability to work with the vendors and the customer operation team, - have a strong mindset for process improvement and analyzing business data and performance metrics, and should be able to drive business outcomes. In addition, a strong candidate will need to be well versed in contact center management strategies and contract management. -
What You'll Do: -

  • Manage a network of customer care providers; hold vendors accountable to Key Performance Indicators which include, but are not limited to: SLAs, compliance and contractual obligations. -
  • Participate in the end to end process of selecting and on-boarding - new vendors, including design and roll out of RFP, vendor selection, contract negotiating, risk assessment and on-boarding of new vendors
  • Develop a deep understanding of Affirm's business and workforce strategies, and combine that knowledge with an understanding of industry standards to develop and deliver on Key Performance Indicators.
  • Identify strategic improvement opportunities across our care network that go beyond industry best practices.
  • Periodic review of contractual terms with strategic outsourcing partners to identify contractual improvement areas.
  • Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics, and improved organizational alignment.
  • Engage with internal customers and our business partners to deliver new and innovative customer care capabilities.
  • Provide consultative support in regards to capacity planning, scheduling, & reporting (including trend analysis) and training/quality functions to drive decisions made in partnership with the WFM lead.
  • Establish vendor communication and change management strategy that drives transparency and alignment. -

    What We Look For:

    • At least 5+ years of equivalent experience
    • Prior vendor or operations management experience, with expertise in evaluating the performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations, and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services is a big plus.
    • Outsourcing partnership experience and knowledge of the outsourcing landscape including legal, financial, and technology components of outsourcing
    • Program management, communication, stakeholder management, negotiating, and influencing experience with a track record of achieving engagement from cross-functional stakeholders -
    • Prior project and process management (lean six sigma) experience is highly desirable and/or IAOP certification is desirable -
    • Demonstrated understanding of underlying consumer operations workflow & technology
    • Prior experience in consumer lending or financial services is a plus
    • Self-starter with a strong sense of urgency and accountability
    • Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning new things
    • Experience performing well in a highly dynamic, rapidly changing environment
    • Flexible, adaptable, proactive, and self-motivated
    • Skilled in focusing on desired results, determining what is important, clarifying next steps, and prioritizing work effectively to meet deadlines and achieve desired results
    • Ability to make discretionary decisions based on research, with a certain degree of creativity and latitude
    • Travel up to 30%

      Location - Remote U.S.
      Grade - USA28

      Please note that visa sponsorship is not available for this position.

Keywords: Affirm, San Francisco , Outsourcing Strategy Lead, Other , San Francisco, California

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