Staff Product Manager, Consumer Servicing

Our Customer Servicing team is the connective tissue between our customers and Affirm’s promise. We own all the ways people contact us—chat, phone, and more—and we build the internal tools our agents rely on to deliver fast, empathetic, and effective support. We're looking for a Staff Product Manager to lead the next wave of innovation in how we support millions of customers—at scale, with heart, and with excellence.

What you’ll do

In this role, you'll play a pivotal role in shaping the experience of how millions of people get help—and how our internal teams deliver it. You will:

• 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.

What we look for

• At least 6 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 Bachelor’s degree in a related field

• 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.

Pay Grade - P
Equity Grade - 13

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.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $225,000 - $275,000
USA base pay range (all other U.S. states) per year: $200,000 - $250,000

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