Manager, Resolutions

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

📋 Description

• Take ownership of the performance and development of Affirm's first-party collections program across agent, digital, and AI-driven engagement channels.

• Formulate and implement strategies that enhance collections, improve customer outcomes, boost operational efficiency, and elevate the overall customer experience.

• Manage relationships with collections BPOs, AI providers, and technology partners, ensuring high performance, compliance, and accountability.

• Track portfolio performance and customer behavior trends, utilizing data and insights to uncover opportunities and promote continuous improvement.

• Collaborate closely with Product, Engineering, Analytics, Compliance, and Operations teams to create and scale innovative collections solutions.

• Supervise the deployment, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences.

• Influence product roadmaps and operational strategies by integrating frontline insights and customer needs into cross-functional decision-making.

• Initiate projects that enhance engagement across all collections channels, encompassing voice, SMS, email, digital, and emerging technologies.

• Create scalable processes, operating models, and performance frameworks that facilitate future growth.

• Cultivate a culture of accountability, innovation, and continuous improvement among internal teams and external partners.

⛳️ Requirements

• Over 5 years of experience in leading collections programs.

• Proven experience managing complex operational programs across various channels, including voice, digital, and self-service experiences.

• Strong knowledge of collections, recoveries, customer engagement, or financial services operations.

• Experience collaborating with BPO partners, vendors, and external service providers.

• Demonstrated capability to utilize data for driving business decisions and operational enhancements.

• Experience working in partnership with Product, Engineering, Analytics, Compliance, and Operations teams.

• Solid understanding of emerging technologies, automation, AI, or digital customer engagement solutions.

• Proven track record of leading large-scale operational initiatives and achieving measurable business outcomes.

• Exceptional communication, stakeholder management, and influencing abilities.

• Capacity to excel in a fast-paced environment while managing strategic initiatives alongside day-to-day operational execution.

🏝️ 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.