Group Product Management Manager, Consumer Servicing

This is a fully remote position, open to applicants in Canada.

📋 Description

• Establish the vision and strategy for Agent Experience — articulate what exceptional agent tooling entails at Affirm, pinpoint the most significant opportunities across workflows, automation, AI, and internal systems, and convert that vision into a detailed, prioritized roadmap.

• Lead and mentor a team of PMs — oversee, coach, and elevate the performance of 2 PMs working within the Agent Experience portfolio. Assist them in honing product judgment, navigating uncertainty, enhancing execution, and developing as product leaders.

• Function as a player-coach — remain closely involved with the work to personally spearhead select high-impact initiatives, particularly those that are ambiguous or in early stages where the strategy is still evolving, while also creating opportunities for your PMs to take ownership of significant areas independently.

• Propel AI-centric transformation in servicing — identify opportunities where AI and automation can substantially enhance agent efficiency, decrease customer friction, improve quality, and scale support without compromising the human element. Lead discussions on build-vs-buy decisions and facilitate the team’s adoption of innovative AI-driven methods.

• Collaborate closely with Operations and Servicing leaders — grasp frontline workflows, operational challenges, quality determinants, and productivity limitations. Cultivate strong relationships with the teams responsible for day-to-day servicing, transforming those insights into product strategy.

• Create clarity within a complex portfolio — impose structure on ambiguous challenges, make informed trade-offs among competing priorities, and guide the team’s focus towards the most impactful work for customers, agents, and the business.

• Develop scalable solutions for the long term — steer the team towards sustainable product and platform decisions that can accommodate business growth, new communication channels, evolving customer expectations, and increasingly sophisticated automation.

• Measure and manage business impact — define appropriate success metrics across customer experience, agent productivity, quality, automation, and operational efficiency. Utilize data, experimentation, and frontline feedback to perpetually enhance performance.

• Influence throughout the organization — collaborate with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to align priorities, remove execution barriers, and drive outcomes across teams.

⛳️ Requirements

• Have experience as a product leader and people manager — you’ve previously managed PMs, know how to mentor product talent, and can balance team development with a strong focus on business outcomes.

• Excel as a player-coach — you can step back to define the strategy for a wide product area and dive deep to troubleshoot a workflow, critically assess a roadmap, or directly influence a pivotal product decision.

• Design for both scalability and empathy — you prioritize creating tools that enable internal teams to work more efficiently while ensuring the end customer experience remains central.

• Find energy in operational complexity — you thrive in intricate, cross-functional environments where product, process, people, systems, and incentives converge.

• Possess strong product judgment in uncertain situations — you can discern significant insights from irrelevant information, recognize the most impactful opportunities, and guide teams in making informed trade-offs even when the answers are not straightforward.

• Be AI-forward and pragmatic — you are enthusiastic about the transformative potential of AI in service operations, while also understanding how to assess where automation genuinely adds value, where human judgment is essential, and how to build responsibly at scale.

• Communicate with clarity and confidence — you can distill complex issues, align stakeholders, and convey a compelling product narrative from the frontline agent experience to the executive level.

• Act with ownership — you operate swiftly, create structure, maintain high quality standards, and strive for outcomes that significantly impact customers, agents, and the business.

• Bonus points if you have experience with customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products.

• Hold a Bachelor's degree in a relevant field or possess equivalent practical experience.

🏝️ Benefits

• Health care coverage - Affirm pays for all premiums for every level of coverage for you and your dependents.

• Flexible Spending Wallets - substantial stipends for expenses related to Technology, Food, various Lifestyle needs, and family planning costs.

• Time off - competitive vacation and holiday policies allowing you to take time off to rest and recharge.

• ESPP - An employee stock purchase plan that allows you to acquire shares of Affirm at a discount.