Senior Product Manager, Card Servicing
WFA Digital Insight
The demand for product managers in fintech is soaring, with a 25% increase in job postings in 2025 alone. As the payments landscape continues to evolve, companies like Affirm are looking for skilled professionals to drive growth and innovation. With its commitment to honesty and transparency, Affirm stands out in the industry, and this role offers a unique chance to shape the customer experience. Candidates should be prepared to showcase their expertise in product management, card payments, and dispute resolution, as well as their ability to navigate complex regulatory environments. With the right skills and experience, this could be a career-defining opportunity.
Job Description
About the Role
The Senior Product Manager, Card Servicing, will join Affirm's Consumer Servicing team, focusing on building and scaling the refunds and disputes platform. This critical role will own and improve the customer-facing experiences and internal tooling that empower customer operations teams to deliver high-quality support. As Affirm expands its products, such as the Affirm Card, and deepens partnerships with major players like Apple Pay and Amazon, the complexity and importance of this space are increasing rapidly.The ideal candidate will have a deep understanding of the card payments ecosystem and experience building scaled customer support platforms. They will be responsible for driving an ambitious roadmap, identifying impactful opportunities, and guiding execution from concept to launch and beyond. This role sits at the center of some of the most critical moments in the customer journey, and the right candidate will be able to navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced environment.
What You Will Do
- Own and improve the customer-facing experiences for refunds and disputes, including self-service flows, app surfaces, and communications
- Design and implement scalable systems that can support a growing business, new contact channels, and increasing expectations for speed and quality
- Work closely with senior product leaders to define strategy and build AI- and ML-powered systems, such as automated dispute adjudication
- Collaborate with Engineering, Design, Analytics, Ops, Legal, Compliance, Risk, and senior leaders to drive aligned, cross-functional progress
- Deeply understand customers and agents, identifying areas of struggle and opportunity for improvement
- Champion operational excellence, streamlining workflows and reducing complexity
- Drive an ambitious, thoughtful roadmap, prioritizing ruthlessly and guiding execution
- Translate insights into strategy, defining a clear product vision informed by market trends, competitive analysis, and frontline feedback
- Instrument and measure key metrics, using experimentation to drive performance improvements
- Build for the long game, designing systems that can support a growing business and increasing expectations
What We Are Looking For
- 5+ years of product management experience, with a focus on financial services or highly regulated environments
- Deep experience in the card payments ecosystem, including fintech, issuing/acquiring banks, processors, networks, or payments infrastructure
- Experience building scaled customer support platforms, with a focus on refunds and disputes
- Strong understanding of regulatory and card network requirements
- Ability to navigate complex, high-leverage areas and drive aligned, cross-functional progress
- Excellent communication and collaboration skills, with experience working with senior leaders and cross-functional teams
- Strong analytical and problem-solving skills, with experience using data to inform product decisions
- Ability to prioritize ruthlessly and guide execution from concept to launch and beyond
Nice to Have
- Experience with AI- and ML-powered systems, including automated dispute adjudication
- Knowledge of cloud-based platforms and scalable systems
- Experience with Agile development methodologies and collaboration tools
- Familiarity with UX design principles and human-centered design approaches
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health, dental, and vision insurance
- Flexible PTO policy and remote work stipend
- Access to cutting-edge technology and tools
- Opportunities for professional growth and development
- Collaborative, dynamic work environment with a team of experienced professionals
- Recognition and reward programs for outstanding performance
How to Stand Out
- Be prepared to showcase your expertise in product management, card payments, and dispute resolution, as well as your ability to navigate complex regulatory environments.
- Highlight your experience with AI- and ML-powered systems, including automated dispute adjudication, and your knowledge of cloud-based platforms and scalable systems.
- Emphasize your ability to prioritize ruthlessly and guide execution from concept to launch and beyond, as well as your excellent communication and collaboration skills.
- Make sure to research Affirm's products and services, including the Affirm Card, and be prepared to discuss your understanding of the company's mission and values.
- Be prepared to provide specific examples of your experience and accomplishments, and to discuss your approach to product management and dispute resolution.
- Don't be afraid to ask questions during the interview process, and be prepared to discuss your salary expectations and requirements.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.