Senior Product Manager, Agent Enablement

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

📋 Description

• Gain a profound understanding of our customers and agents—recognizing their needs, expectations, and challenges—through comprehensive research, data analysis, and ongoing iteration.

• Advocate for operational excellence—collaborate closely with our Servicing and Operations teams to enhance workflows, minimize complexity, and unlock new productivity levels.

• Design for scalability through AI and automation—identify key areas where intelligent automation can enhance agent efficiency and decrease contact volume, while leading evaluations of build-vs-buy options for AI tools that improve customer and agent interactions.

• Drive a bold and thoughtful roadmap—spot significant opportunities, prioritize decisively, and oversee execution from concept through to launch and beyond.

• Convert insights into strategy—establish a clear product vision informed by market trends, competitive analysis, behavioral data, and feedback from frontline personnel.

• Instrument and measure relevant metrics—define important success criteria, establish meaningful metrics, and utilize experimentation to enhance performance.

• Focus on long-term objectives—develop scalable systems capable of supporting a growing business, new communication channels, and escalating expectations for speed and quality.

• Collaborate across the organization—engage deeply with Engineering, Design, Analytics, Ops, Legal, and senior leaders to drive coordinated, cross-functional advancement.

• Embrace ambiguity and foster innovation—navigate trade-offs, clarify chaos, and lead decisively in a fast-paced, continually changing environment.

⛳️ Requirements

• Possess over 5 years of experience in Product Management.

• Design for scalability and empathy—you create intuitive experiences for both customers and agents that harmonize high-tech efficiency with a human touch.

• Excel in complex environments—you can step back to redesign service strategies or focus in to troubleshoot an agent workflow—all in the same day.

• Lead with insight—you integrate strong product intuition, behavioral understanding, and analytical precision to identify patterns and make informed decisions.

• Act with ownership—you work swiftly, bring structure to ambiguity, and strive for outcomes that truly matter to both the business and the customer.

• Communicate to enhance clarity—your storytelling and synthesis abilities align stakeholders, secure buy-in, and make your roadmap resonate from the call center to the executive suite.

• Bonus points if you have experience with customer support platforms, internal tools, or scaling service operations using AI and automation.

🏝️ Benefits

• Health care coverage - Affirm pays 100% of premiums for all coverage levels for you and your dependents.

• Flexible Spending Wallets - generous stipends available for spending on Technology, Food, various Lifestyle needs, and family-forming expenses.

• Time off - competitive vacation and holiday schedules that allow you to take time off to rest and recharge.

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