Affirm
Resolutions Lead
Remote Canada
Sponsorship not specified$77k-$127kDetected 7 days ago
RESTOutbound SalesProcess ImprovementLeadershipCommunication
About the role
- 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.
- This role is highly cross-functional and operationally critical, requiring expertise in Five9 collections dialer management, campaign strategy, workforce optimization, and regulatory compliance.
- The ideal candidate will combine strong analytical and technical capabilities with operational leadership to improve contact strategies, agent productivity, and recovery performance.This role will report to the Sr.
Responsibilities
- Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third-party collections operations
- Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements
- Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies
- Partner cross-functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements
- Support vendor operations by troubleshooting dialer-related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies
- Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness
- Drive continuous improvement initiatives through automation, testing strategies, and process optimization
- Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls
- Ability to manage multiple priorities and troubleshoot operational issues in a fast-paced environment
Requirements
- 3+ years of experience managing or administering a Five9 collections dialer environment
- Strong understanding of collections operations, outbound dialing strategies, and contact center workflows
- Experience with predictive, progressive, preview, and blended dialing strategies
Nice to have
- Bachelor's Degree or equivalent experience preferred
Compensation
- Employees new to Affirm typically come in at the start of the pay range.
- CAN base pay range per year: $77,000 - $127,000
Benefits
- Equity Grade - 3
- Health care coverage
- Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- An employee stock purchase plan enabling you to buy shares of Affirm at a discount
This listing is sourced directly from Affirm's careers page and normalized into a canonical job model.