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Manager, Customer Servicing Analytics
Posted on 5/11/2022
Remote in USA
Experience Level
Desired Skills
Data Analysis
  • 5+ years of proven ability in an analytical role ideally within customer servicing domain
  • Previous experience in leading impactful full-stack analytics, BI, and/or data engineering teams
  • Experience creating and maintaining high-quality core models along with a knack for picking up technical skills and obtaining context with minimal guidance
  • Proven ability to simultaneously balancing multiple workstreams and prioritizing team's roadmap
  • Expert in performing data analysis on large unstructured data sets with SQL and performing analysis using tools such as Python, Notebooks, R, or Excel
  • Proficiency in communicating analysis to technical and non-technical audiences and excellence in stakeholder management
  • An appreciation for qualitative and quantitative analysis and an admiration for good design
  • Willingness to go out of you way to help teammates
  • Enough laziness to find a faster way to do your least favorite tasks
  • Identify and deliver analysis to influence operational and product strategy for post-agent contact customer servicing in compliance with regulatory and contractual requirements
  • Monitor post-agent contact metrics (average handle time, time to resolution, CSAT, etc), providing visibility into customer experience and agent efficiency
  • Own foundational core models, metric definitions, and drive operational excellence to ensure high quality contractual and internal service level reporting
  • Work with cross-functional teams to identify third parties, operational processes, data solutions, and other innovative ways to evolve the servicing experience
  • Develop and execute end-to-end analytics roadmap for customer servicing by partnering closely with product, operations, engineering, and other analytics teams
  • Translate analytical outcomes and results into compelling narratives / presentations for multiple levels of leadership
  • Manage a team of analysts to be effective in the role and deliver high-impact and business-driving work

1,001-5,000 employees

Point of sale installment loans for consumers
Company mission
Affirm seeks to deliver honest financial products—to improve lives. The company operates a buy-now-pay-later platform for consumers at the point of sale.
  • Spending wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
  • Supportive communities: Get involved with our employee resource groups and community groups
  • Remote-first workforce: If your role is remote, you can set up shop anywhere in your home country
  • Generous time off: Take the time you need when life happens
  • Health benefits: Get a plan that fits your needs
  • Mental healthcare: Take care of your mind with great mental health programs
  • Parental leave: Birth and non-birth parents get 18 weeks paid leave. Plus, a 4-week return-to-work transition program, at full base pay.
  • Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family.
  • Away days: We offer 24 company-wide paid days off—which help our teams collectively pause to recharge.
  • Learning & development: Engage in exciting learning programs to level up your growth.
Company Values
  • People come first: We consider our impact on people’s lives before we think about our own interests.
  • No fine print: We are completely transparent and honest—with our customers and with each other.
  • It's on us: We take full accountability for our actions, never shirking responsibility or passing the buck.
  • Simpler is better: We make complex things simple and clear.
  • Push the envelope: We never stop innovating, taking smart risks, and raising the bar.