Job Details

Overview

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.

Our Customer Servicing team is the connective tissue between our customers and Affirms promise. We own all the ways people contact uschat, phone, and moreand we build the internal tools our agents rely on to deliver fast, empathetic, and effective support. We're looking for a Senior Product Manager to lead the next wave of innovation in how we support millions of customersat scale, with heart, and with excellence.

What Youll Do

• Deeply understand our customers and agentswhat they need, what they expect, and where they strugglethrough research, data, and constant iteration.
• Champion operational excellencework closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity.
• Design for scale through AI and automationidentify high-leverage areas where intelligent automation can boost agent efficiency and reduce contact volume, and lead build-vs-buy evaluations for AI tooling that enhances customer and agent experiences.
• Drive an ambitious, thoughtful roadmapidentify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond.
• Translate insights into strategydefine a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback.
• Instrument and measure the right thingsdefine metrics that matter, set clear success criteria, and use experimentation to drive performance improvements.
• Build for the long gamedesign scalable systems that can support a growing business, new contact channels, and ever-increasing expectations for speed and quality.
• Collaborate across the orgpartner deeply with Engineering, Design, Analytics, Ops, Legal, and senior leaders to drive aligned, cross-functional progress.
• Own ambiguity and unlock innovationnavigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.

What We Look For

• At least 4 years of product management experience in the software tech industry with a track record of driving results
• This position requires either equivalent practical experience or a Bachelors degree in a related field
• Build for scale and empathyyou craft intuitive experiences for both customers and agents that balance high-tech efficiency with a human touch.
• Thrive in complexityyou can zoom out to redesign service strategy or zoom in to debug an agent workflowall in the same day.
• Lead with insightyou combine strong product intuition, behavioral understanding, and analytical rigor to uncover patterns and drive smart decisions.
• Operate with ownershipyou move quickly, bring order to ambiguity, and push for outcomes that actually matter to the business and the customer.
• Communicate to drive clarityyour storytelling and synthesis skills align stakeholders, unlock buy-in, and make your roadmap resonate from the call center floor to the exec suite.
• Bonus points if you've worked on customer support platforms, internal tools, or have experience scaling service operations with AI and automation.

Compensation & Benefits

• Pay Grade: N
• Equity Grade: 8
• Base pay is part of a total compensation package that may include equity rewards, stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).
• USA base pay range (CA, WA, NY, NJ, CT) per year: $190,000 - $240,000
• USA base pay range (all other U.S. states) per year: $169,000 - $219,000

Work Location & Benefits

Affirm is remote-first. The majority of roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but may occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

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

We believe its On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking ""Submit Application,"" you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Product Management and Marketing