<div class="content-intro"><p>At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.</p></div><p>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.</p><p>We’re looking for a Senior Product Manager to join our Agent Enablement 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.</p><p>As a Senior PM, you'll play a pivotal role in shaping the experience of how millions of people get help — and how our internal teams deliver it.</p><p><br><strong>What you’ll do</strong></p><ul><li><p>Deeply understand our customers and agents—what they need, what they expect, and where they struggle—through research, data, and constant iteration.</p></li><li><p>Champion operational excellence—work closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity.</p></li><li><p>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.</p></li><li><p>Drive an ambitious, thoughtful roadmap—identify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond.</p></li><li><p>Translate insights into strategy—define a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback.</p></li><li><p>Instrument and measure the right things—define metrics that matter, set clear success criteria, and use experimentation to drive performance improvements</p></li><li><p>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.</p></li><li><p>Collaborate across the org—partner deeply with Engineering, Design, Analytics, Ops, Legal, and senior leaders to drive aligned, cross-functional progress.</p></li><li><p>Own ambiguity and unlock innovation—navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.</p></li></ul><p><br><strong>What we look for</strong></p><ul><li><p>Have 5+ years of Product Management experience</p></li><li><p>Build for scale and empathy—you craft intuitive experiences for both customers and agents that balance high-tech efficiency with a human touch.</p></li><li><p>Thrive in complexity—you can zoom out to redesign service strategy or zoom in to debug an agent workflow—all in the same day.</p></li><li><p>Lead with insight—you combine strong product intuition, behavioral understanding, and analytical rigor to uncover patterns and drive smart decisions.</p></li><li><p>Operate with ownership—you move quickly, bring order to ambiguity, and push for outcomes that actually matter to the business and the customer.</p></li><li><p>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.</p></li><li><p>Bonus points if you've worked on customer support platforms, internal tools, or have experience scaling service operations with AI and automation.</p></li></ul><p><br>Pay Grade - N<br>Equity Grade - 9<br><br><strong>Employees new to Affirm typically come in at the start of the pay range.</strong> 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.<br><br>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.)<br><br>USA base pay range (CA, WA, NY, NJ, CT) per year: $195,000 - $255,000<br>USA base pay range (all other U.S. states) per year: $173,000 - $233,000<br><br>#LI-Remote</p><div class="content-conclusion"><div><p><strong>Remote-first with flexibility built in</strong><strong><br></strong>Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.</p><p><strong>Benefits designed for you</strong><strong><br></strong>Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:</p><ul><li>Health coverage at no cost: We cover 100% of premiums for employees and their dependents.</li><li>Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.</li><li>Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.</li><li>Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.</li></ul><p>We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.</p><p>For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.</p></div><div><p>By clicking "Submit Application," you acknowledge that you have read Affirm's <a href="https://www.affirm.com/global-candidate-privacy-notice" target="_blank">Global Candidate Privacy Notice</a> and consent to the use of your personal information as described.</p></div></div>