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Salary: USD 173,000 - 255,000 / annual
Affirm is reinventing credit to make it more honest and friendly, offering buy-now-pay-later solutions without hidden fees or compounding interest. The Consumer Servicing team owns customer support channels (chat, phone, self-service) and internal agent tools, sitting at the intersection of customer experience, operational excellence, and AI-driven transformation.
As Senior Product Manager for Agent Enablement, you'll lead the tools, workflows, and AI-powered capabilities that help agents support millions of customers with speed, accuracy, and care. This is a high-impact individual contributor role shaping both customer experience and internal team productivity.
Key responsibilities include: deeply understanding customer and agent needs through research and data; championing operational excellence by streamlining workflows and unlocking productivity gains; designing for scale through AI and automation by identifying high-leverage opportunities and leading build-vs-buy evaluations; driving an ambitious roadmap from concept through launch; translating insights into clear product vision informed by market trends and frontline feedback; defining metrics that matter and using experimentation to drive performance; building scalable systems supporting growing business needs; collaborating cross-functionally with Engineering, Design, Analytics, Ops, Legal, and leadership; and owning ambiguity to drive innovation in a fast-paced environment.
You'll need 5+ years of Product Management experience, with demonstrated ability to build intuitive experiences balancing high-tech efficiency with human touch. You thrive in complexity, zooming between service strategy and agent workflow details. You combine strong product intuition, behavioral understanding, and analytical rigor. You operate with ownership, move quickly, and drive outcomes that matter. Your storytelling and synthesis skills align stakeholders from call center floor to exec suite. Bonus experience includes customer support platforms, internal tools, or scaling service operations with AI and automation.
