Affirm
FinTech
GroupProductManagementManager,ConsumerServicing
Neural analysis suggests this role is
optimal for Manager candidates.
“Group Product Management Manager, Consumer Servicing at Affirm. Skills: Product strategy, People management, AI transformation. 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 ownership, Define strategy for broad product area, Debug a workflow, Pressure-test a roadmap, Shape critical product bet, Design tools for internal teams, Keep end customer experience at center, Enjoy messy, cross-functional domains, 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-first transformation in servicing, Build scalable systems for long term, Instrument and manage business impact, Define success metrics, Use data, experimentation, frontline feedback, Influence across organization, Partner with Engineering, Design, Analytics, Operations, Legal, Compliance, senior leadership, Align priorities, Unblock execution, Drive outcomes across teams
What You'll Do.
Set vision and strategy for Agent Experience
Define world-class agent tooling
Identify opportunities across workflows
Translate vision into clear
Lead and develop team of PMs
Sharpen product judgment
Grow as product leaders
Lead select high-impact initiatives
Own meaningful areas independently
Identify where AI and automation can improve agent
Reduce customer friction
Scale support without losing human touch
Lead thinking on build-vs-buy decisions
Help team adopt new ways of building with
Partner deeply 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
Bring structure to ambiguous problems
Make smart tradeoffs across competing priorities
Help team focus on highest-impact work
Guide team toward durable product and platform decisions
Support growing business
Support new contact channels
Support evolving customer expectations
Support sophisticated automation
Define right success metrics
Continuously improve performance
Partner with Engineering
Align priorities across organization
Unblock execution across teams
Drive outcomes across teams
How You'll Work.
Team & Collaboration
Cross-functional teams; Operations and Servicing leaders; Engineering, Design, Analytics, Operations, Legal, Compliance, senior leadership
Communication Scope
Product story; Executive level
Process & Methodology
Roadmap, Tradeoffs, Priorities
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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