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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. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly.
Our mission to deliver honest financial products that improve lives is reaching a huge swathe of new merchants, it’s extending beyond borders, and it’s evolving to include innovative merchant services. We need to ensure our ability to service these merchants – particularly the small- and mid-sized businesses – such that all merchants feel set up for success using Affirm. If you are ready to help drive our mission forward at a greater and greater scale, we’d love to hear from you!
As the “Merchant Servicing” PM, you are responsible for making sure merchants feel supported, can easily self-help in the business portal when feasible, and can connect with a servicing operations representative when things become more complicated. You will craft a compelling vision, strategy, and roadmap, driven cross-functional alignment, and work closely with our merchant operations team as well as design, engineering, and product analytics to deliver delightful experiences to our merchants globally.
What You'll Do
- Understand Affirm users, their business objectives, and how they turn to Affirm to help achieve those objectives
- Craft experiences that ensure merchants feel set up for success early in their partnership with Affirm, particularly as they incorporate Affirm into their ops workflows
- Make it easier for merchants to proactively manage their Affirm account and self-help when their account needs to be updated
- Shape a merchant servicing strategy and roadmap by pulling together data insights, user research, commercial and operations needs, and strong product sense
What We Look For
- Passion and drive to change consumer finance for the better
- Strong written and verbal communication skills with a talent for precise articulations of customer problems
- Experience managing technical software products from kick-off to post-launch
- A bias toward action to make your product and team successful whether that means writing a QA plan or investigating the root cause of a customer support ticket
- The ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
- An obsession for getting the details right, but also knowing how to ship on time
- A drive to question assumptions and validate hypotheses
- Familiarity with SQL and Excel for product analysis
Location - Remote U.S.
Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2020 DEI Report.
We also believe It’s 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.
By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
Questions & answers for this position
- What is the type of contract for this position?The contract for this position is a Full-time contract
- What's the salary range for the Senior Product Manager, Merchant Servicing position?The suggested salary for this position is $132,000-$184,000*
- Is telecommuting possible for this position?Yes, telecommuting is possible for this position
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