Senior Product Manager, Consumer Servicing

Our mission to deliver honest financial products that improve lives extends beyond borders. Consumers across the globe need safe, transparent financing. Our retail partners and merchants need Affirm to be there for them, wherever that might be. To help achieve this vision, we are expanding our product lines and becoming a global company.

Our Consumer servicing team is responsible for delivering a world-class servicing experience that delights the customer. The servicing team is focused on making the servicing user experience as transparent, seamless and efficient as possible. The team is also focused on providing best-in-class contact channel user experience and agent tooling for our support agents to help the consumers. As our Senior Product Manager, you will be responsible for leading a cross-functional team to identify levers and build servicing platform capabilities and collaborate with cross-functional teams to utilize any and all levers available at your disposal to improve the consumer servicing experience. You will also be responsible for making servicing a scalable platform for future product and geographic expansion. The team is in a unique position to execute on levers focused on reducing cost and increasing brand love. In this role, you will be responsible for developing a product vision and strategy, building a team, and delivering delightful experiences to our consumers globally. 

What you'll do

• Understand Affirm users at a deep level -- what’s important to them, what are their constraints and challenges, their expectations with respect to servicing, why they love Affirm, and what they wish we could do better
• Build self-service user experiences that significantly improve the servicing experience
• Improve the contact channel journeys in partnership with cross-functional teams
• Drive our chat strategy to proactively improve their servicing experience and ensuring agent experiences are accounted for
• Be an expert on industry trends of consumer servicing and utilize the knowledge to shape the roadmap
• Understand the levers to optimize the servicing experience and utilize the available levers to delight the customers and increase their engagement

What we look for

• Passion and drive to change consumer finance for the better
• Strong written and verbal communication skills with the ability to articulate customer problems and drive alignment with cross-functional teams and leadership
• An analytical metrics-based approach to identifying, sizing and solving problems
• Experience managing technical software products from kick-off to post-launch
• An experimentation mindset to come up with hypotheses, test them quickly and ship the features globally
• Excellent at identifying and prioritizing high impact initiatives
• A scrappy, get-things-done attitude to make your product and team successful whether that means writing a QA plan or investigating the root cause of a customer support ticket
• Prior experience working with ML models is preferred
• The ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
• Excellent at establishing cross-functional relationships, tapping into those relationships and drive consensus to make progress
• Very good at influencing leadership and cross-functional teams
• Familiarity with SQL and Excel for product analysis