The Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self-service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support. We sit at the intersection of customer experience, operational excellence, and AI-driven transformation.

We’re looking for a Group Product Manager to lead our Agent Experience pod: the team responsible for the tools, workflows, and AI-powered capabilities that help our agents support millions of customers with speed, accuracy, and care.

This is a player-coach role. You’ll lead and develop a team of 2-3 PMs, own the product strategy for a broad and complex domain, and personally dive into the highest-ambiguity, highest-leverage problems — especially as AI changes what great servicing can look like.

What You’ll Do

You will:

• Set the vision and strategy for Agent Experience — define what world-class agent tooling looks like at Affirm, identify the biggest opportunities across workflows, automation, AI, and internal systems, and translate that vision into a clear, sequenced roadmap.

• Lead and develop a team of PMs — manage, coach, and raise the bar for 2 PMs working across the Agent Experience portfolio. Help them sharpen product judgment, navigate ambiguity, improve execution, and grow as product leaders.

• Operate as a player-coach — stay close enough to the work to personally lead select high-impact initiatives, especially ambiguous or 0-to-1 efforts where the strategy is still forming, while also creating space for your PMs to own meaningful areas independently.

• Drive AI-first transformation in servicing — identify where AI and automation can meaningfully improve agent efficiency, reduce customer friction, improve quality, and scale support without losing the human touch. Lead thinking on build-vs-buy decisions and help the team adopt new ways of building with AI.

• Partner deeply with Operations and Servicing leaders — understand frontline workflows, operational pain points, quality drivers, and productivity constraints. Build strong relationships with the teams who run servicing day to day, and turn those insights into product strategy.

• Create clarity across a complex portfolio — bring structure to ambiguous problems, make smart tradeoffs across competing priorities, and help the team focus on the highest-impact work for customers, agents, and the business.

• Build scalable systems for the long term — guide the team toward durable product and platform decisions that can support a growing business, new contact channels, evolving customer expectations, and increasingly sophisticated automation.

• Instrument and manage the business impact — define the right success metrics across customer experience, agent productivity, quality, automation, and operational efficiency. Use data, experimentation, and frontline feedback to continuously improve performance.

• Influence across the organization — partner with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to align priorities, unblock execution, and drive outcomes across teams.

What We Look For

You might be a great fit if you:

• Are an experienced product leader and people manager — you’ve managed PMs before, know how to coach product talent, and can balance team development with strong ownership of business outcomes.

• Thrive as a player-coach — you can zoom out to define strategy for a broad product area, then zoom in to debug a workflow, pressure-test a roadmap, or directly shape a critical product bet.

• Build for both scale and empathy — you care about designing tools that help internal teams move faster and work better, while keeping the end customer experience at the center.

• Are energized by operational complexity — you enjoy messy, cross-functional domains where product, process, people, systems, and incentives all intersect.

• Have strong product judgment in ambiguous spaces — you can separate signal from noise, identify the highest-leverage opportunities, and help teams make smart tradeoffs even when the answer is not obvious.

• Are AI-forward and pragmatic — you are excited by how AI can transform service operations, but you also know how to evaluate where automation truly helps, where human judgment matters, and how to build responsibly at scale.

• Communicate with clarity and conviction — you can synthesize complex problems, align stakeholders, and tell a compelling product story from the frontline agent experience to the executive level.

• Operate with ownership — you move quickly, create structure, hold a high quality bar, and push for outcomes that matter to customers, agents, and the business.

• Bonus points if you’ve worked on customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products.

• Have a Bachelor's degree in a related field or equivalent practical experience

Pay Grade - R

Equity Grade - 9

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

CAN base pay range per year: $209,000 - $269,000

This posting is for an existing vacancy.

#LI-Remote