Group Product Management Manager, Consumer Servicing
WFA Digital Insight
The demand for skilled product managers in the fintech space has skyrocketed, with a 25% increase in job postings over the past year. As consumers increasingly expect seamless digital experiences, companies like Affirm are at the forefront of innovation. With a strong focus on AI-driven transformation, this role offers a unique chance to shape the future of consumer servicing. Candidates with experience in product management, AI, and team leadership will be well-positioned for success. Before applying, consider Affirm's commitment to honest and transparent financial services and how your skills align with this mission.
Job Description
About the Role
The Group Product Management Manager, Consumer Servicing, will play a critical role in shaping the future of consumer servicing at Affirm. As a leader in the Consumer Servicing team, you will be responsible for developing and implementing the product strategy for the Agent Experience pod. This pod is tasked with creating tools, workflows, and AI-powered capabilities that enable agents to provide fast, empathetic, and effective support to millions of customers.The Consumer Servicing team is at the intersection of customer experience, operational excellence, and AI-driven transformation. As a Group Product Manager, you will be expected to balance the needs of customers, agents, and the business, while driving innovation and growth. Your expertise in product management, team leadership, and AI will be essential in navigating the complexities of this role.
The Agent Experience pod is responsible for the internal tools and workflows that agents rely on to deliver exceptional customer support. As the leader of this pod, you will be expected to set the vision and strategy for Agent Experience, define what world-class agent tooling looks like at Affirm, and identify opportunities for improvement across workflows, automation, AI, and internal systems.
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 2-3 PMs, managing, coaching, and raising the bar for product talent
- Operate as a player-coach, personally leading select high-impact initiatives and creating space for PMs to own meaningful areas independently
- Drive AI-first transformation in servicing, identifying opportunities for AI and automation to improve agent efficiency and customer experience
- Partner deeply with Operations and Servicing leaders to understand frontline workflows, operational pain points, and quality drivers
- Create clarity across a complex portfolio, making smart tradeoffs across competing priorities and helping the team focus on high-impact work
- Build scalable systems for the long term, guiding the team toward durable product and platform decisions that support a growing business
- Instrument and manage the business impact, defining success metrics and using data, experimentation, and frontline feedback to continuously 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 coaching product talent and driving business outcomes
- Strong understanding of AI and automation, with experience driving AI-first transformation in a servicing context
- Excellent communication and interpersonal skills, with the ability to partner effectively with cross-functional teams
- Strong product judgment, with the ability to navigate ambiguity and make smart tradeoffs across competing priorities
- Experience with data-driven decision making, with the ability to define and track key metrics
- Strong leadership skills, with the ability to motivate and inspire a team of PMs
- Experience with agent tooling and workflows, with a deep understanding of the complexities of consumer servicing
- Strong analytical skills, with the ability to analyze complex data sets and drive insights
Nice to Have
- Experience with machine learning and natural language processing
- Familiarity with cloud-based technologies and microservices architecture
- Experience with agile development methodologies and DevOps practices
- Strong understanding of customer experience and user-centered design principles
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health, dental, and vision insurance
- Flexible PTO and vacation policy
- Remote work stipend and home office setup
- Opportunities for professional growth and development
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
- Recognition and reward for outstanding performance
How to Stand Out
- Tip: Highlight your experience with AI and automation in your application, as this is a key area of focus for the role.
- Tip: Be prepared to discuss your approach to product management, including your experience with data-driven decision making and agile development methodologies.
- Tip: Emphasize your leadership skills and experience managing and coaching product talent.
- Tip: Show a deep understanding of the complexities of consumer servicing and the importance of delivering exceptional customer experiences.
- Tip: Be prepared to discuss your experience with agent tooling and workflows, and your ideas for improving these systems.
- Tip: Highlight your ability to navigate ambiguity and make smart tradeoffs across competing priorities.
- Tip: Be prepared to discuss your experience with cloud-based technologies and microservices architecture, and your ideas for leveraging these technologies to drive innovation and growth.
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