Manager, Resolutions
WFA Digital Insight
As the demand for digital payment solutions grows, companies like Affirm are redefining the credit landscape. With a 25% increase in online transactions in 2025, the need for skilled professionals in collections and resolutions has never been more pressing. This role at Affirm offers a unique chance to leverage technology and strategic thinking to transform customer engagement. Candidates should be prepared to showcase their ability to drive operational excellence and customer satisfaction in a fast-paced, remote environment.
Job Description
About the Role
The Manager, Resolutions, plays a pivotal role in Affirm's Risk & Analytics team, responsible for the performance and evolution of the company's first-party collections program. This position requires a deep understanding of collections, customer engagement, and operational efficiency, as well as the ability to drive strategic decisions through data analysis. The role involves overseeing the end-to-end collections engagement strategy, including contact center operations, digital communications, and AI-powered servicing solutions.The Risk & Analytics team is crucial to Affirm's business strategy, designing and running experiments to inform product feature launches and marketing campaigns. As a key member of this team, the Manager, Resolutions, will work closely with Product, Engineering, Analytics, Compliance, and Operations teams to identify opportunities for improvement and drive innovative solutions.
What You Will Do
- Own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels.
- Develop and execute strategies to improve collections, customer outcomes, operational efficiency, and overall customer experience.
- Lead relationships with collections BPOs, AI providers, and technology partners, ensuring strong performance, compliance, and accountability.
- Monitor portfolio performance and customer behavior trends, using data and insights to identify opportunities and drive continuous improvement.
- Partner closely with cross-functional teams to develop and scale innovative collections solutions.
- Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences.
- Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into decision-making.
- Drive initiatives that improve engagement across all collections channels, including voice, SMS, email, digital, and emerging technologies.
- Establish scalable processes, operating models, and performance frameworks that support future growth.
- Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners.
What We Are Looking For
- 5+ years of experience leading collections programs or similar roles in financial services or operations.
- Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences.
- Strong understanding of collections, recoveries, customer engagement, or financial services operations.
- Experience working with BPO partners, vendors, and external service providers.
- Demonstrated ability to leverage data to drive business decisions and operational improvements.
- Experience with Excel and other data analysis tools.
- Strong operational leadership, strategic thinking, and passion for leveraging technology to transform collections delivery.
Nice to Have
- Experience with AI-powered servicing solutions and digital communications.
- Knowledge of compliance and regulatory requirements in financial services.
- Experience working in a remote or distributed team environment.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a leading financial technology company.
- Collaborative and dynamic work environment.
- Professional development opportunities.
- Flexible remote work arrangements.
- Access to cutting-edge technology and tools.
How to Stand Out
- To stand out, highlight your experience with data-driven decision-making and operational improvements in your application.
- Showcase your ability to work with cross-functional teams and drive strategic decisions.
- Be prepared to discuss your understanding of collections, customer engagement, and financial services operations during the interview.
- Demonstrate your proficiency in Excel and other data analysis tools.
- Research Affirm's products and services to understand how you can contribute to the company's mission.
- Prepare to discuss your experience with AI-powered servicing solutions and digital communications, if applicable.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.