Group Product Management Manager, Consumer Servicing
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Key skills for this role
About the Role
Affirm is seeking a Group Product Manager to lead the Agent Experience pod within Consumer Servicing. This player-coach role involves setting product strategy, managing 2-3 PMs, and driving AI-first transformation in agent tooling.
Key Skills for This Role
Responsibilities
- Set the vision and strategy for Agent Experience, defining world class agent tooling and translating vision into a roadmap
- Lead and develop a team of 2 3 PMs, coaching them to sharpen product judgment and execution
- Personally lead high impact initiatives, especially ambiguous or 0 to 1 efforts
- Drive AI first transformation in servicing, identifying where AI can improve agent efficiency and customer experience
- Partner with Operations and Servicing leaders to understand workflows and turn insights into product strategy
- Create clarity across a complex portfolio, making tradeoffs across competing priorities
- Build scalable systems for the long term, supporting growth and evolving customer expectations
- Define success metrics and use data, experimentation, and feedback to improve performance
- Influence across the organization, partnering with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership
Requirements
- Experienced product leader and people manager with experience managing PMs
- Ability to balance team development with strong ownership of business outcomes
- Strong product judgment in ambiguous spaces
- AI forward and pragmatic mindset
- Excellent communication and stakeholder alignment skills
- Bachelor's degree in a related field or equivalent practical experience
Full Job Posting
About the Role
- Affirm is reinventing credit to make it more honest and friendly.
- The Consumer Servicing team owns customer help channels including chat, phone, self service, and internal agent tools.
- We are looking for a Group Product Manager to lead the Agent Experience pod.
What You'll Do
- Set the vision and strategy for Agent Experience.
- Lead and develop a team of 2 3 PMs.
- Operate as a player coach, personally leading high impact initiatives.
- Drive AI first transformation in servicing.
- Partner deeply with Operations and Servicing leaders.
- Create clarity across a complex portfolio.
- Build scalable systems for the long term.
- Instrument and manage the business impact.
- Influence across the organization.
What We Look For
- Experienced product leader and people manager.
- Thrive as a player coach.
- Build for both scale and empathy.
- Energized by operational complexity.
- Strong product judgment in ambiguous spaces.
- AI forward and pragmatic.
- Communicate with clarity and conviction.
- Operate with ownership.
- 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.
Pay and Benefits
- CAN base pay range per year: CAD 209,000 CAD 269,000.
- Total compensation includes equity rewards, monthly stipends for health, wellness and tech spending, and benefits.
- Benefits include 100% subsidized medical coverage, dental and vision for you and your dependents.
- Flexible Spending Wallets for Technology, Food, Lifestyle, and family forming expenses.
- Competitive vacation and holiday schedules.
- Employee stock purchase plan (ESPP).
Workplace
- Affirm is a remote first company; most roles are remote within the country of employment.
- Affirmers in proximal roles may occasionally be required to work out of their assigned Affirm office.
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