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 the Consumer Servicing team. This player-coach role involves setting product strategy, managing 2-3 PMs, and driving AI-first transformation in customer support tools.
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 PMs, coaching them to sharpen product judgment and grow as leaders.
- Operate as a player coach, personally leading high impact initiatives while enabling PMs to own meaningful areas.
- Drive AI first transformation in servicing, identifying where AI can improve agent efficiency and customer experience.
- Partner deeply with Operations and Servicing leaders to understand workflows and turn insights into product strategy.
- Create clarity across a complex portfolio, making smart tradeoffs across competing priorities.
- Build scalable systems for the long term, supporting growth and evolving automation.
- Define success metrics across customer experience, agent productivity, quality, and operational efficiency.
- Influence across the organization, partnering with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership.
Requirements
- Experienced product leader and people manager with a track record of coaching PMs.
- Thrives as a player coach, able to define strategy and dive into details.
- Builds for both scale and empathy, designing tools that help internal teams while keeping end customers in mind.
- Energized by operational complexity and cross functional domains.
- Strong product judgment in ambiguous spaces.
- AI forward and pragmatic about where automation helps.
- Communicates with clarity and conviction.
- Operates with ownership and pushes for outcomes.
- Bachelor's degree in a related field or equivalent practical experience.
Full Job Posting
About the Role
- The Consumer Servicing team owns the ways customers get help at Affirm, including chat, phone, self service flows, and internal tools.
- We’re looking for a Group Product Manager to lead our Agent Experience pod, responsible for tools, workflows, and AI powered capabilities.
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.
- Thrives as a player coach.
- Builds for both scale and empathy.
- Energized by operational complexity.
- Strong product judgment in ambiguous spaces.
- AI forward and pragmatic.
- Communicates with clarity and conviction.
- Operates with ownership.
- Bonus: experience with customer support platforms, internal tools, agent tooling, 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, and benefits including 100% subsidized medical coverage.
Remote First
- Affirm is proud to be a remote first company; most roles are remote within the country of employment.
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