Group Product Management Manager, Consumer Servicing
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Key skills for this role
About the Role
Affirm is looking for a Group Product Manager to lead the Agent Experience pod within Consumer Servicing. You will set the vision and strategy for agent tooling, lead a team of PMs, and drive AI-first transformation in servicing.
Key Skills for This Role
Responsibilities
- Set the vision and strategy for Agent Experience – define what world class agent tooling looks like at Affirm
- Lead and develop a team of PMs – manage, coach, and raise the bar for 2 PMs
- Operate as a player coach – personally lead select high impact initiatives
- Drive AI first transformation in servicing – identify where AI and automation can improve agent efficiency
- Partner deeply with Operations and Servicing leaders – understand frontline workflows and operational pain points
- Create clarity across a complex portfolio – bring structure to ambiguous problems
- Build scalable systems for the long term – guide team toward durable product and platform decisions
- Instrument and manage the business impact – define success metrics across customer experience, agent productivity, quality, automation, and operational efficiency
- Influence across the organization – partner with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership
Requirements
- Experienced product leader and people manager – you’ve managed PMs before
- Thrive as a player coach – can zoom out to define strategy and zoom in to debug workflows
- Build for both scale and empathy – care about designing tools that help internal teams
- Energized by operational complexity – enjoy messy, cross functional domains
- Strong product judgment in ambiguous spaces
- AI forward and pragmatic – excited by how AI can transform service operations
- Communicate with clarity and conviction
- Operate with ownership – move quickly, create structure, hold high quality bar
- Bachelor's degree in a related field or equivalent practical experience
Full Job Posting
About the Role
- Affirm is looking for a Group Product Manager to lead the Agent Experience pod within Consumer Servicing.
- The Consumer Servicing team owns ways customers get help at Affirm – chat, phone, self service, and internal tools.
- This is a player coach role: lead 2 3 PMs, own product strategy, and dive into high ambiguity problems.
What You’ll Do
- Set the vision and strategy for Agent Experience.
- Lead and develop a team of PMs.
- Operate as a player coach.
- 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: $209,000 $269,000.
- Total compensation may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (100% subsidized medical coverage, dental and vision for you and your dependents).
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