Business Systems Lead

Overview Business Systems Lead (Agent and Channel Experience) Join to apply for the Business Systems Lead (Agent and Channel Experience) role at Affirm . Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. What You’ll Do Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success. Set technical strategy for your team on a year-long time scale, and align it with critical, business-impacting projects. Collaborate across teams in the product development lifecycle with product management, design, and analytics to ensure technical sustainability, risks and trade-offs are understood and managed. Act as a force-multiplier for your team through the definition and advocacy of technical solutions and operational processes. Maintain and support the developed integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless Case Creation flows and automation. Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2). Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to translate business needs into scalable system solutions. Drive excellence and automation in DevOps leveraging the Salesforce DevOps Center and/or GitHub actions. Use Lightning Flows, Agentforce and other low-code tools to improve workflows and eliminate manual processes. Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations. Oversee JIRA boards for business systems projects, defining clear requirements, managing sprints, and ensuring timely execution. Develop metrics for system observability, availability, and performance; monitor and drive continuous improvements. Provide training and documentation to ensure high adoption and effective use of business systems. What We Look For 5+ years of experience in Business Systems Engineering, Software or Enterprise Applications, preferably in a fintech, SaaS, or high-growth tech environment. Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I). Experience implementing and improving Salesforce platform observability and availability best practices within the platform. Ability to thrive in ambiguity and understand how large systems work from low-level details to architecture. Growth and impact trajectory showing tested ability to gather and iterate on feedback. Experience with Salesforce Service Cloud functionality such as Case Management, Knowledge Base, Omni-Channel, and Service Console configurations. Deep understanding and hands-on experience implementing and optimizing Service Cloud features like Skill-Based Routing, Entitlements, and Messaging for In-App and Web (MIAW), Einstein Gen AI for Service. Familiarity with Lightning Web Components, Apex, BuildKite, GitHub and other development or CI/CD tools within Salesforce. Strong understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake for business intelligence. Technical proficiency in Salesforce administration, declarative development (Flows, Process Builder, validation rules, SQL) and basic Apex development. Hands-on experience with JIRA, Notion, and Agile methodologies to manage sprints and system-related projects. Ability to thrive in a fast-paced, high-performance culture with strong execution across multiple priorities. Excellent problem-solving and communication skills to bridge technical and business needs. Location Remote Canada Compensation & Benefits Base pay range per year: CAN $102,000 – $142,000 Equity Grade - 4 Pay Grade - J Affirm is remote-first; the majority of roles are remote and you can work almost anywhere within the country of employment. Some roles may require working from an office occasionally. Benefits Health care coverage — Affirm covers all premiums for all levels of coverage for you and your dependents Flexible Spending Wallets — generous stipends for spending on technology, food, lifestyle needs, and family forming expenses Time off — competitive vacation and holiday schedules ESPP — Employee stock purchase plan enabling you to buy shares at a discount We’re committed to an inclusive interview experience. We provide reasonable accommodations to candidates who need them during the hiring process. By clicking "Submit Application," you acknowledge that you have read Affirm’s Global Candidate Privacy Notice and consent to the collection, processing, use, and storage of your personal information as described therein. #J-18808-Ljbffr