Resolutions Manager
WFA Digital Insight
Affirm’s Manager, Resolutions sits at the intersection of collections, technology and customer experience. The role isn’t just about chasing overdue balances; it’s about shaping a first‑party recovery engine that blends human agents with AI‑driven servicing. Candidates will navigate vendor relationships, steer digital communication strategies, and embed analytics into every decision. What makes this position stand out is its breadth – from overseeing BPO performance to influencing product road‑maps with frontline insights. The cross‑functional nature means daily interaction with Product, Engineering, Compliance and Operations, demanding both strategic vision and hands‑on execution. If you thrive on turning data into actionable recovery tactics while elevating the borrower experience, this is a rare chance to lead a transformative program at a fintech known for honest credit.
Job Description
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 Risk & Analytics team makes crucial decisions that direct Affirm’s business strategy. Our team designs and runs experiments to decide which product features to launch and which marketing campaigns to fund. We analyze performance not just to report on it, but to determine where to invest resources for maximum impact through building tools and analytical frameworks. We take ownership of the entire analytical lifecycle, from initial question to final business decision, ensuring Affirm grows efficiently and intelligently.
As a Resolutions Manager, you will own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels. This role is responsible for driving customer outcomes, operational efficiency, and recovery performance through a combination of vendor management, digital strategy, AI-enabled servicing, and operational excellence.
You will oversee the end-to-end collections engagement strategy, including contact center operations, digital communications, AI-powered servicing solutions, and vendor partnerships. Working closely with Product, Engineering, Analytics, Compliance, and Operations teams, you will identify opportunities to improve customer engagement, optimize collections performance, and scale innovative solutions that enhance both the customer and agent experience.
This is a highly cross-functional role that requires strong operational leadership, strategic thinking, and a passion for leveraging technology to transform how collections is delivered.
What you’ll do
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Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels.
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Develop and execute strategies that improve collections, customer outcomes, operational efficiency, and overall customer experience.
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Lead relationships with collections BPOs, AI providers, and technology partners, ensuring strong performance, compliance, and accountability.
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Monitor portfolio performance and customer behavior trends, using data and insights to identify opportunities and drive continuous improvement.
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Partner closely with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale innovative collections solutions.
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Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences.
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Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into cross-functional decision-making.
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Drive initiatives that improve engagement across all collections channels, including voice, SMS, email, digital, and emerging technologies.
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Establish scalable processes, operating models, and performance frameworks that support future growth.
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Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners.
What we look for
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5+ years of experience leading collections programs.
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Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences.
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Strong understanding of collections, recoveries, customer engagement, or financial services operations.
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Experience working with BPO partners, vendors, and external service providers.
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Demonstrated ability to leverage data to drive business decisions and operational improvements.
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Experience partnering with Product, Engineering, Analytics, Compliance, and Operations teams.
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Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions.
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Proven ability to lead large-scale operational initiatives and drive measurable business outcomes.
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Excellent communication, stakeholder management, and influencing skills.
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Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution.
Pay Grade - K
Equity Grade - 4
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
CAN base pay range per year: $117,000 - $167,000 CAD
# LI-Remote
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.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- 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
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
How to Stand Out
- Highlight specific collections programs you have led, especially any that incorporated AI or digital channels.
- Prepare concrete examples of how you used Excel to analyze portfolio performance and drive decisions.
- Show familiarity with vendor management by describing past BPO or technology partner relationships.
- Emphasize cross‑functional collaboration; be ready to discuss how you partnered with product or engineering teams.
- Research Affirm’s credit philosophy and be prepared to explain how your approach aligns with transparent, consumer‑friendly finance.
- In interviews, demonstrate a data‑driven mindset by walking through a recent analytical insight that led to operational change.
- Negotiate remote work allowances (home office stipend, internet subsidy) as part of the overall compensation discussion.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.