Group Product Manager, Consumer Servicing

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

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

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

• Function as a player-coach — remain close to the work to personally spearhead select high-impact initiatives, particularly those that are ambiguous or in the early stages of development, while also allowing your PMs to take ownership of meaningful areas independently.

• Propel AI-first transformation in servicing — recognize opportunities where AI and automation can significantly boost agent efficiency, lessen customer friction, enhance quality, and scale support without sacrificing the human element. Lead discussions on build-vs-buy decisions and support the team in adopting innovative AI development methodologies.

• Collaborate extensively with Operations and Servicing leaders — gain insights into frontline workflows, operational challenges, quality determinants, and productivity limitations. Forge strong relationships with the teams managing daily servicing, and convert those insights into product strategy.

• Create clarity within a complex portfolio — impose structure on ambiguous issues, make informed trade-offs among competing priorities, and assist the team in concentrating on the most impactful work for customers, agents, and the business.

• Develop scalable systems for the long term — guide the team towards sustainable product and platform decisions that can accommodate a growing business, new contact channels, evolving customer expectations, and increasingly sophisticated automation.

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

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

⛳️ Requirements

• Are a seasoned product leader and people manager — you have prior experience managing PMs, understand 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 outline strategy for a broad product area and then dive deep to troubleshoot a workflow, validate a roadmap, or directly influence a critical product decision.

• Design for both scale and empathy — you prioritize creating tools that enable internal teams to operate more efficiently while keeping the end customer experience at the forefront.

• 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 ambiguous situations — you can distinguish between significant signals and distractions, recognize the highest-leverage opportunities, and assist teams in making informed trade-offs even when solutions are not straightforward.

• Are AI-forward and pragmatic — you are enthusiastic about the potential of AI to revolutionize service operations, but also know how to assess where automation is genuinely beneficial, where human judgment is essential, and how to build responsibly at scale.

• Communicate effectively and persuasively — you can distill complex issues, align stakeholders, and narrate a compelling product story from the frontline agent experience to the executive level.

• Operate with a sense of ownership — you act swiftly, establish structure, maintain high standards, and strive for outcomes that are significant for 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 related field or possess equivalent practical experience.

🏝️ Benefits

• 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.