Manager, Workforce Management

Overview

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.

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 our teams are staffed and resourced effectively to meet service-level goals, while also driving data-driven analysis to optimize performance, enhance the customer experience, and enable scalable growth.

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 intervention in bottlen...