Group Product Management Manager, Consumer Servicing

## About the Role As a Group Product Management Manager at Affirm, you will lead the Agent Experience pod, responsible for the tools, workflows, and AI-powered capabilities that help agents support millions of customers. You will set the vision and strategy for Agent Experience, defining what world-class agent tooling looks like at Affirm and identifying the biggest opportunities across workflows, automation, AI, and internal systems. Your team will own the product strategy for a broad and complex domain, and you will personally dive into the highest-ambiguity, highest-leverage problems, especially as AI changes what great servicing can look like. The Consumer Servicing team owns the ways customers get help at Affirm, including chat, phone, self-service flows, and the internal tools agents rely on to deliver fast, empathetic, and effective support. You will sit at the intersection of customer experience, operational excellence, and AI-driven transformation, driving business outcomes and growth. As a player-coach, you will lead and develop a team of 2-3 product managers, managing, coaching, and raising the bar for product talent. You will balance team development with strong ownership of business outcomes, creating space for your product managers to own meaningful areas independently. ## What You Will Do - Set the vision and strategy for Agent Experience, defining what world-class agent tooling looks like at Affirm - Lead and develop a team of product managers, managing, coaching, and raising the bar for product talent - Operate as a player-coach, staying close enough to the work to personally lead select high-impact initiatives - Drive AI-first transformation in servicing, identifying where AI and automation can improve agent efficiency, reduce customer friction, and improve quality - Partner deeply with Operations and Servicing leaders, understanding frontline workflows, operational pain points, quality drivers, and productivity constraints - Create clarity across a complex portfolio, bringing structure to ambiguous problems and making smart tradeoffs across competing priorities - Build scalable systems for the long term, guiding the team toward durable product and platform decisions - Instrument and manage the business impact, defining the right success metrics and using data, experimentation, and frontline feedback to improve performance - Influence across the organization, partnering with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to align priorities and drive outcomes ## What We Are Looking For - Experienced product leader and people manager with a track record of managing product managers and balancing team development with business outcomes - Strong product judgment, with the ability to navigate ambiguity and improve execution - Experience with AI-driven transformation, including build-vs-buy decisions and adopting new ways of building with AI - Ability to partner deeply with Operations and Servicing leaders, understanding frontline workflows and operational pain points - Strong communication and influencing skills, with the ability to align priorities and drive outcomes across teams - Experience with data-driven decision making, using metrics and experimentation to improve performance - Ability to create clarity across a complex portfolio, making smart tradeoffs and bringing structure to ambiguous problems - Strong leadership skills, with the ability to manage, coach, and develop product talent ## Nice to Have - Experience with fintech or financial services, including buy-now-pay-later services - Knowledge of AI and machine learning, including applications in customer servicing - Experience with agile development methodologies and lean product development - Strong understanding of customer experience and operational excellence ## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a leading fintech company, driving innovation in consumer financing - Collaborative and dynamic work environment, with a team of experienced product managers and leaders - Professional development opportunities, including training and mentorship - Flexible work arrangements, including remote work options - Access to the latest tools and technologies, including AI and machine learning platforms - Comprehensive health and wellness benefits, including medical, dental, and vision insurance - Generous paid time off and holidays, including flexible vacation days

- To stand out in this role, focus on demonstrating your experience with AI-driven transformation and product leadership, including your ability to navigate ambiguity and drive business outcomes.

• Make sure to highlight your skills in data-driven decision making, including your ability to use metrics and experimentation to improve performance.
• Be prepared to discuss your experience with fintech or financial services, including buy-now-pay-later services, and how you can apply that knowledge to drive innovation at Affirm.
• Consider creating a portfolio or case studies that demonstrate your product management skills, including your ability to lead teams and drive business outcomes.
• When negotiating salary, be sure to research the market rate for product managers in the fintech space and be prepared to discuss your qualifications and experience.
• Pay attention to red flags such as unclear expectations or lack of resources, and be sure to ask about the company culture and values during the interview process.