Manager, Workforce Management

Overview Manager, Workforce Management at Affirm, Victoria, BC, Canada Affirm is reinventing credit, offering consumers buy now, pay later with no hidden fees or compounding interest. Lead the strategy, planning, and execution of workforce management across Customer and Fraud Operations, ensuring staff are optimized to meet service‑level goals and driving data‑driven analysis to enhance performance and customer experience. Responsibilities Lead workforce management strategies to ensure optimal staffing levels and efficient resource allocation across customer service teams. Own performance management across core WFM metrics, including interval compliance, occupancy, schedule adherence, and shrinkage. Monitor real‑time case management, ensuring adherence to SLAs and intervening in bottleneck situations. Collaborate with Planning to forecast case volumes, plan capacity, and balance workloads. Partner with Vendor Management to evaluate and optimize agent productivity, training needs, and performance gaps. Develop and implement performance monitoring frameworks to track key operational metrics, including case resolution times, SLA adherence, and customer satisfaction scores. Analyze operational data to identify trends, root causes of performance issues, and actionable insights to enhance efficiency. Create and present reports on performance trends, vendor comparisons, and service delivery insights to senior leadership. Conduct in-depth investigations into escalations, case volume spikes, and process inefficiencies to recommend corrective actions. Drive continuous process enhancements to streamline case resolution workflows and improve customer experience. Lead cross‑functional initiatives aimed at refining case handling procedures, reducing backlog, and enhancing quality control. Collaborate with Training and Knowledge Management teams to ensure frontline agents are equipped with the necessary tools and knowledge. Identify opportunities for automation and AI‑driven efficiencies to improve case management effectiveness. Assess case backlog trends and work with WFM and Planning to implement resource adjustments. Investigate vendor performance variances and partner with Vendor Management to recommend corrective actions. Analyze escalation patterns and work with Quality Assurance teams to refine agent workflows. Identify process breakdowns causing SLA breaches and lead structured interventions to resolve them. Provide leadership insights into performance gaps and recommend strategic initiatives to optimize service delivery. Qualifications 7+ years of experience in Workforce Management and business analysis, including at least 2–3 years in a leadership or strategy‑focused role. Proven expertise in workforce management, business analysis, and customer operations. Strong data analytics skills, with proficiency in tools such as SQL, Tableau, Sigma, Excel, or similar platforms. Ability to drive process improvements through structured problem‑solving and root cause analysis. Strong communication and leadership skills to collaborate with multiple stakeholders and influence decision‑making. Background in fintech, technology, or high‑growth environments is a plus. Pay Base pay range: $109,000 – $159,000 per year. Additional equity rewards, monthly health, wellness, and tech spending stipends, and 100% subsidized medical, dental, and vision coverage for you and your dependents are included. Benefits Health care coverage – all premiums covered by Affirm for you and your dependents. Flexible Spending Wallet – generous stipends for technology, food, lifestyle needs, and family‑forming expenses. Time off – competitive vacation and holiday schedules allowing you to rest and recharge. ESPP – employee stock purchase plan enabling you to buy shares of Affirm at a discount. Remote Affirm is a remote‑first company. Most roles can be performed anywhere within Canada; occasional on‑site work may be required. Visa Sponsorship Not available for this position. EEO & Equal Opportunity We are an equal‑opportunity employer. For U.S. positions, we consider qualified applicants with arrest and conviction records under the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative. We provide reasonable accommodations for candidates with disabilities. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. #J-18808-Ljbffr