Executive Director, Process Excellence and Product Operations

7 days ago

Hamilton, Ontario, Canada Affirm Full time
About the Role

We are seeking an experienced Executive Director to lead our Process Excellence and Product Operations team. This role will be pivotal in driving business efficiency, improving customer experiences, and fostering cross-functional collaboration.

In this position, you will oversee the development and implementation of impactful programs, ensuring that our servicing teams are equipped with the necessary tools, training, and resources to excel. You will craft and execute strategies to drive continuous improvement and ensure seamless product integrations with internal and external partners.

Key Responsibilities:
  • Liaise with internal and external stakeholders to lead project planning and product integrations, focusing on building strong relationships and aligning priorities with strategic goals.
  • Employ a data-driven approach to decision-making, providing insights to support strategic initiatives and driving informed business decisions.
  • Analyze customer experience data and performance indicators to advise and refine product strategies, establishing and maintaining a robust feedback loop for products and features.
  • Oversee the quality of service and product delivery, managing incidents and supporting your team in resolving service-related issues.
  • Drive the end-to-end lifecycle of product changes, ensuring timely and effective project delivery through cross-functional collaboration.
  • Lead key change management projects, utilizing metrics and data to measure impact and identify opportunities for future improvements.

Requirements:

  • 8+ years of experience in Project Management, Continuous Improvement, Product Operations, Business Consulting, or a related field.
  • 4+ years of experience in leading teams.
  • Certification in Six Sigma, Project Management, Design Thinking, or a similar discipline.
  • Proven experience in designing business processes that enhance end-user experience, mitigate business risk, and improve workflow efficiency.
  • Experience in driving decisions within a regulatory environment.
  • Demonstrated success in leading complex, cross-functional programs and teams.

What We Offer:

  • A competitive salary range of $142,000 - $192,000 per year.
  • A comprehensive benefits package, including 100% subsidized medical coverage, dental, and vision for you and your dependents.
  • A flexible remote work arrangement, with occasional requirements to work out of our assigned office.
  • The opportunity to work with a talented team of professionals dedicated to delivering exceptional customer experiences.
About Us

Affirm is a leading financial technology company that aims to make credit more honest and friendly. We offer consumers the flexibility to buy now and pay later without hidden fees or compounding interest.

At Affirm, we prioritize people-first policies, offering a simple and transparent pay structure based on factors such as location, experience, and job-related skills.

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