Manager, Workforce Management

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees or compounding interest.

We are looking for a Manager, Workforce Management to lead the strategy, planning, and execution of our WFM function across Customer and Fraud Operations. In this role, you'll ensure teams are staffed and resourced effectively to meet service-level goals while driving data-driven analysis to optimize performance, enhance the customer experience, and enable scalable growth.

What You'll Do

• 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, such as 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.
• Investigate 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 to refine case handling procedures, reduce backlog, and enhance quality control.
• Collaborate with Training and Knowledge Management teams to equip frontline agents with 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.
• Analyze escalation patterns and work with Quality Assurance to refine agent workflows.
• Identify process breakdowns causing SLA breaches and lead interventions to resolve them.
• Provide leadership insights into performance gaps and recommend strategic initiatives to optimize service delivery.

What We Look For

Pay Grade – K

Equity Grade – 6

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

USA base pay range (CA, WA, NY, NJ, CT) : $140,000 – $190,000 per year.

USA base pay range (all other U.S. states) : $124,000 – $174,000 per year.

Visa sponsorship is not available for this position.

Affirm is proud to be a remote-first company. Roles are primarily remote and can be performed anywhere within the country of employment, with occasional on-site requirements at assigned office locations if needed.

Benefits

Affirm is committed to providing an inclusive interview experience for all, including people with disabilities, and will provide reasonable accommodations during the hiring process.

Pursuant to the San Francisco and Los Angeles Fair Chance Ordinances, qualified applicants with arrest and conviction records will be considered for employment.

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