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, responsible for tools, workflows, and AI-powered capabilities for customer support agents.
Key Skills for This Role
Responsibilities
- Set the vision and strategy for Agent Experience, define world class agent tooling, identify biggest opportunities, and translate vision into clear roadmap
- Lead and develop a team of PMs, manage, coach, and raise the bar for 2 PMs working across the Agent Experience portfolio
- Operate as a player coach, personally lead select high impact initiatives, especially ambiguous or 0 to 1 efforts
- Drive AI first transformation in servicing, identify where AI and automation can improve agent efficiency, reduce customer friction, and scale support
- Partner deeply with Operations and Servicing leaders to understand frontline workflows, operational pain points, and turn insights into product strategy
- Create clarity across complex portfolio, bring structure to ambiguous problems, make smart tradeoffs across competing priorities
- Build scalable systems for the long term, guide team toward durable product and platform decisions
- Instrument and manage 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 who has managed PMs before
- Thrives as a player coach, able to zoom out to define strategy and zoom in to debug workflows
- Builds for both scale and empathy, caring about designing tools that help internal teams while keeping end customer experience at center
- Energized by operational complexity and messy, cross functional domains
- Strong product judgment in ambiguous spaces, able to separate signal from noise
- AI forward and pragmatic, excited by how AI can transform service operations
- Communicates with clarity and conviction, able to synthesize complex problems
- Operates with ownership, moves quickly, creates structure, holds high quality bar
- Bachelor's degree in a related field or equivalent practical experience
- Bonus: experience with customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products
Full Job Posting
About the Role
- Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
- The Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support.
- We’re looking for a Group Product Manager to lead our Agent Experience pod: the team responsible for the tools, workflows, and AI powered capabilities that help our agents support millions of customers with speed, accuracy, and care.
- This is a player coach role. You’ll lead and develop a team of 2 3 PMs, own the product strategy for a broad and complex domain, and personally dive into the highest ambiguity, highest leverage problems.
What You’ll Do
- Set the vision and strategy for Agent Experience — define what world class agent tooling looks like at Affirm, identify the biggest opportunities across workflows, automation, AI, and internal systems, and translate that vision into a clear, sequenced roadmap.
- Lead and develop a team of PMs — manage, coach, and raise the bar for 2 PMs working across the Agent Experience portfolio.
- Operate as a player coach — stay close enough to the work to personally lead select high impact initiatives, especially ambiguous or 0 to 1 efforts where the strategy is still forming.
- Drive AI first transformation in servicing — identify where AI and automation can meaningfully improve agent efficiency, reduce customer friction, improve quality, and scale support without losing the human touch.
- Partner deeply with Operations and Servicing leaders — understand frontline workflows, operational pain points, quality drivers, and productivity constraints.
- Create clarity across a complex portfolio — bring structure to ambiguous problems, make smart tradeoffs across competing priorities, and help the team focus on the highest impact work.
- Build scalable systems for the long term — guide the team toward durable product and platform decisions that can support a growing business.
- Instrument and manage the business impact — define the right 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 to align priorities, unblock execution, and drive outcomes across teams.
What We Look For
- Are an experienced product leader and people manager — you’ve managed PMs before, know how to coach product talent, and can balance team development with strong ownership of business outcomes.
- Thrive as a player coach — you can zoom out to define strategy for a broad product area, then zoom in to debug a workflow, pressure test a roadmap, or directly shape a critical product bet.
- Build for both scale and empathy — you care about designing tools that help internal teams move faster and work better, while keeping the end customer experience at the center.
- Are energized by operational complexity — you enjoy messy, cross functional domains where product, process, people, systems, and incentives all intersect.
- Have strong product judgment in ambiguous spaces — you can separate signal from noise, identify the highest leverage opportunities, and help teams make smart tradeoffs even when the answer is not obvious.
- Are AI forward and pragmatic — you are excited by how AI can transform service operations, but you also know how to evaluate where automation truly helps, where human judgment matters, and how to build responsibly at scale.
- Communicate with clarity and conviction — you can synthesize complex problems, align stakeholders, and tell a compelling product story from the frontline agent experience to the executive level.
- Operate with ownership — you move quickly, create structure, hold a high quality bar, and push for outcomes that matter to customers, agents, and the business.
- Bonus points if you’ve worked on customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products.
- Have a Bachelor's degree in a related field or equivalent practical experience
Pay and Benefits
- CAN base pay range per year: $209,000 $269,000
- Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
- Health care coverage Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP An employee stock purchase plan enabling you to buy shares of Affirm at a discount
Workplace
- Affirm is proud to be a remote first company! The majority of our roles are remote and you can work almost anywhere within the country of employment.
- Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
- A limited number of roles remain office based due to the nature of their job responsibilities.
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