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.
#LI-Remote
Keywords: Affirm, San Francisco , Outsourcing Strategy Lead, Other , San Francisco, California
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