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Group Product Management Manager, Consumer Servicing

6 hours, 40 minutes ago
United States
Full-time
Lead
Product Manager
Product Management
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Affirm

Affirm

Affirm offers a transparent buy now, pay later service founded in 2012 by Max Levchin. No late fees or surprises, just a responsible way to pay over time for your favorite brands.

Diversified Financial Services
1K-5K
Founded 2012
View All Jobs 149

Description

  • Set the vision, strategy, and roadmap for the Agent Experience product area.
  • Lead, coach, and develop a team of 2 PMs across the portfolio.
  • Personally own and drive high-impact, ambiguous, and 0-to-1 initiatives.
  • Lead AI-first transformation across servicing workflows, automation, and internal tools.
  • Partner with Operations and Servicing leaders to understand frontline workflows and operational pain points.
  • Translate operational insights into product strategy and prioritized execution.
  • Create structure and tradeoffs across a complex product portfolio with competing priorities.
  • Define and track success metrics for customer experience, agent productivity, quality, automation, and operational efficiency.
  • Use data, experimentation, and frontline feedback to improve product and business performance.
  • Collaborate with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to unblock execution and align priorities.

Requirements

  • Experience as a product leader and people manager, including prior management of PMs.
  • Ability to operate as a player-coach across a broad, complex product domain.
  • Strong product judgment in ambiguous environments.
  • Experience building tools and workflows that balance scale, efficiency, and customer empathy.
  • Comfort working in messy, cross-functional operational domains.
  • AI-forward mindset with pragmatic judgment about automation and responsible use at scale.
  • Strong communication skills with the ability to synthesize complex problems and align stakeholders.
  • High ownership, urgency, and ability to create structure and drive outcomes.
  • Bonus experience with customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products.
  • Bachelor's degree in a related field or equivalent practical experience.

Benefits

  • Remote-first work environment with the flexibility to work almost anywhere in the country of employment.
  • Base salary of $265,000 - $325,000 for CA, WA, NY, NJ, and CT, or $236,000 - $296,000 for all other U.S. states.
  • Equity rewards and an employee stock purchase plan at a discount.
  • Monthly stipends for health, wellness, and tech spending.
  • Health care coverage with 100% of premiums covered for you and your dependents.
  • Dental and vision coverage for you and your dependents.
  • Flexible Spending Wallets for technology, food, lifestyle, and family-forming expenses.
  • Competitive vacation and holiday schedules to support time off and recharging.

Interested in this position?

Apply directly on the company website

Apply Now

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