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Manager, Resolutions

2 weeks, 5 days ago
United States
Full-time
Senior
Operations Manager
Data Science and Analytics
Apply Now
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 112

Description

  • Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels.
  • Develop and execute strategies that improve collections performance, customer outcomes, operational efficiency, and customer experience.
  • Lead relationships with collections BPOs, AI providers, and technology partners, ensuring strong performance, compliance, and accountability.
  • Monitor portfolio performance and customer behavior trends to identify opportunities for improvement and continuous optimization.
  • Partner with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale collections solutions.
  • Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences.
  • Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into decision-making.
  • Drive initiatives that improve engagement across voice, SMS, email, digital, and emerging technology channels.
  • Establish scalable processes, operating models, and performance frameworks to support future growth.
  • Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners.

Requirements

  • 5+ years of experience leading collections programs.
  • Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences.
  • Strong understanding of collections, recoveries, customer engagement, or financial services operations.
  • Experience working with BPO partners, vendors, and external service providers.
  • Demonstrated ability to leverage data to drive business decisions and operational improvements.
  • Experience partnering with Product, Engineering, Analytics, Compliance, and Operations teams.
  • Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions.
  • Proven ability to lead large-scale operational initiatives and drive measurable business outcomes.
  • Excellent communication, stakeholder management, and influencing skills.
  • Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution.

Benefits

  • Competitive base salary of $145,000-$205,000 for CA, WA, NY, NJ, and CT, or $128,000-$188,000 for all other U.S. states.
  • Equity rewards, including an employee stock purchase plan that lets you buy Affirm shares at a discount.
  • Monthly stipends for health, wellness, and tech spending.
  • 100% subsidized medical coverage for you and your dependents.
  • Dental and vision coverage for you and your dependents.
  • Remote-first work environment with flexibility to work from almost anywhere in the country of employment.
  • Competitive vacation and holiday schedules.
  • Flexible Spending Wallets for technology, food, lifestyle needs, and family-forming expenses.

Interested in this position?

Apply directly on the company website

Apply Now

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