Senior Product Manager, Agent Enablement

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $195k - $255k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

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Affirm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

📋 Description

• Deeply understand our customers and agents—what they need, what they expect, and where they struggle—through research, data, and constant iteration. • Champion operational excellence—work closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity. • Design for scale through AI and automation—identify 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 roadmap—identify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond. • Translate insights into strategy—define a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback. • Instrument and measure the right things—define metrics that matter, set clear success criteria, and use experimentation to drive performance improvements • Build for the long game—design scalable systems that can support a growing business, new contact channels, and ever-increasing expectations for speed and quality. • Collaborate across the org—partner deeply with Engineering, Design, Analytics, Ops, Legal, and senior leaders to drive aligned, cross-functional progress. • Own ambiguity and unlock innovation—navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.

🎯 Requirements

• Have 5+ years of Product Management experience • Build for scale and empathy—you craft intuitive experiences for both customers and agents that balance high-tech efficiency with a human touch. • Thrive in complexity—you can zoom out to redesign service strategy or zoom in to debug an agent workflow—all in the same day. • Lead with insight—you combine strong product intuition, behavioral understanding, and analytical rigor to uncover patterns and drive smart decisions. • Operate with ownership—you move quickly, bring order to ambiguity, and push for outcomes that actually matter to the business and the customer. • Communicate to drive clarity—your 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.

🏖️ 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