Affirm
FinTech
GroupProductManagementManager,ConsumerServicing
Neural analysis suggests this role is
optimal for Manager candidates.
“Group Product Management Manager, Consumer Servicing at Affirm. Skills: Product management, People management, AI strategy. Set vision and strategy for Agent Experience. Define world-class agent tooling”
What You'll Achieve.
Improve agent efficiency; Reduce customer friction; Improve quality; Scale support; Improve performance
Industry & Context.
Product judgment; Ambiguous spaces; Smart tradeoffs; Root cause analysis
What They're Looking For.
Must Have
Managed PMs before, Coach product talent, Balance team development with business outcomes, Define strategy for broad product area, Debug a workflow, Pressure-test a roadmap, Shape a critical product bet, Design tools for internal teams, Help internal teams move faster, Help internal teams work better, Keep end customer experience at center, Enjoy messy, cross-functional domains, Product, process, people, systems, incentives intersect, Separate signal from noise, Identify highest-leverage opportunities, Help teams make smart tradeoffs, Excited by AI transformation, Evaluate where automation helps, Know where human judgment matters, Build responsibly at scale, Synthesize complex problems, Align stakeholders, Tell compelling product story, Move quickly, Create structure, Hold high quality bar, Push for outcomes
Nice to Have
AI-forward and pragmatic
What You'll Do.
Set vision and strategy for Agent Experience
Define world-class agent tooling
Identify opportunities across workflows
Translate vision into roadmap
Lead and develop team of PMs
and raise bar for PMs
Help PMs sharpen product judgment
Help PMs navigate ambiguity
Help PMs improve execution
Help PMs grow as product leaders
Lead select high-impact initiatives
Drive AI-first transformation in servicing
Identify where AI can improve agent efficiency
Identify where AI can reduce customer friction
Identify where AI can improve quality
Identify where AI can scale support
Lead thinking on build-vs-buy decisions
Help team adopt new ways of building with
Partner with Operations and Servicing leaders
Understand frontline workflows
Understand operational pain points
Understand quality drivers
Understand productivity constraints
Build relationships with servicing teams
Turn insights into product strategy
Create clarity across complex portfolio
Bring structure to ambiguous problems
Make smart tradeoffs across priorities
Help team focus on high-impact work
Build scalable systems for long term
Guide team toward durable product decisions
Guide team toward durable platform decisions
Instrument and manage business impact
Define right success metrics
feedback to improve performance
Influence across organization
Partner with Engineering
Drive outcomes across teams
How You'll Work.
Team & Collaboration
Cross-functional teams; Engineering; Design; Analytics; Operations; Legal; Compliance; Senior leadership
Communication Scope
Executive presentations; Stakeholder alignment
Process & Methodology
Roadmap planning
Full 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 Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self-service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support. We sit at the intersection of customer experience, operational excellence, and AI-driven transformation. We’re looking for a Group Product Manager to lead our Agent Experience pod: the team responsible for the tools, workflows, and AI-powered capabilities that help our agents support millions of customers with speed, accuracy, and care. This is a player-coach role. You’ll lead and develop a team of 2-3 PMs, own the product strategy for a broad and complex domain, and personally dive into the highest-ambiguity, highest-leverage problems — especially as AI changes what great servicing can look like. What You’ll Do You will: Set the vision and strategy for Agent Experience — define what world-class agent tooling looks like at Affirm, identify the biggest opportunities across workflows, automation, AI, and internal systems, and translate that vision into a clear, sequenced roadmap. Lead and develop a team of PMs — manage, coach, and raise the bar for 2 PMs working across the Agent Experience portfolio. Help them sharpen product judgment, navigate ambiguity, improve execution, and grow as product leaders. Operate as a player-coach — stay close enough to the work to personally lead select high-impact initiatives, especially ambiguous or 0-to-1 efforts where the strategy is still forming, while also creating space for your PMs to own meaningful areas independently. Drive AI-first transformation in servicing — identify where AI and automation can meaningfully improve agent efficiency, reduce customer friction, improve quality, and scale support without losing the human touch. Lead thinking on build
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