Manager, Merchant Implementation

As a Manager, Merchant Implementation, you will be responsible for leading the Merchant Operations team, which includes the Implementation, Care & Development, and Vendor Management teams. Together, these groups support transactional lending and banking processes on behalf of our merchants.

In this role, you will manage a team of passionate and motivated service professionals, helping them achieve performance targets while delivering exceptional merchant experiences. You’ll coach, develop, and lead the team through onboarding new merchant partners and resolving complex integration inquiries efficiently. Your leadership will be instrumental in driving key business outcomes—including productivity, accuracy, and merchant satisfaction.

What You'll Do:

• Lead and develop a scaled organization, including people leaders, vendor partners, and internal specialists, while fostering a culture of accountability, development, and continuous improvement

• Develop and report on performance KPIs including onboarding SLAs, merchant satisfaction (MSAT), productivity, and operation accuracy, providing regular readouts to senior leadership

• Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant, translating insights into operational improvements, and product recommendations that shape the future of merchant operations and enable scale 

• Define and deliver strategic roadmaps to improve merchant satisfaction, increase operational efficiency through process transformation, automation, and tooling enhancements 

• Drive employee engagement and a high performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement and empowerment

• Partner with recruiting to hire candidates and coordinate with training for on-boarding, ongoing learning and to ensure work is being appropriately assigned and evaluated

• Use strong presentation and communication skills to report findings and recommendations to leadership teams

• Keep ahead of industry developments and apply standard methodologies to areas of improvement

What We Look For:

• 4+ years of experience in people management positions with previous experience working in financial services, fintech, or a complex operational or transactional processing role preferred

• Self-starter with strong sense of urgency, high accountability and excellent attention to detail with the capability to thrive in a fast paced environment

• Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams

• Proven experience in leading teams through major change and comfort with ambiguity

• Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected

• Strong merchant empathy and service level focus

Pay Grade - J

Equity Grade - 6
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

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) per year: $130,000 - $170,000

USA base pay range (all other U.S. states) per year: $115,000 - $155,000
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