Affirm aims to provide better financial products to improve the lives of consumers. We are looking for an Operations Planning Manager to support the operations organization in scaling product offering and expansion in existing and new geographies. The ideal candidates will have solid experience forecasting and planning for contact center/customer support operations. Plus, strong business acumen and judgment with the ability to drive key results in an environment with conflicting priorities. This role requires a strong background in operations modeling and good communication/presentation skills.

What You’ll Do:

Take full ownership of forecasting operations and planning. Create detailed and robust forecasting and capacity models considering multiple inputs. Deliver staffing plans with execution and budget in mind. Help the team with operational and financial analysis and insights.

Gather variables to plan for new initiatives. In collaboration with the growth analytics team, create and maintain models to forecast contact, handle time and workload demand. Understand data and external forecast biases.

Document/communicate assumptions. Use forecasted inputs to build a capacity model with realistic occupancy and shrink variables for each channel and skill. Determine site mix considering performance and financial constraints. Determine the size, location and timing of new hire classes. Communicate plans to stakeholders. Be the POC for staffing related questions. Strategize and operationalize flexing capacity while facing unexpected needs.

Conduct root cause analyses on missed metrics. Report findings across various levels of the org. Identify outliers and report root cause to workstream owners to apply corrective actions (and follow up on results). Conduct analyses to surface key insights into operations.

What We Look For:

7+ years of relevant experience consistent with the job duties outlined above; strongly prefer experience in planning and strategy in an ops org with high levels of operational complexities

Highly proficient in Excel, GSheets; experience in SQL

Bachelor’s degree or higher in analytical fields (Economics, Finance, Engineering, Math, Statistics, Computer Science, or similar)

Strong critical thinking, problem solving skills and strategic mindset

Ability to navigate in ambiguity and achieve desired outcomes

Strong communications skills and ability to explain models, analysis, plans etc. in a succinct and easily digestible manner to all audience types

Location – Remote U. S.

Grade – USA30

Please note that visa sponsorship is not available for this position.

$70,000 — $120,000/year