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Model this offer in the calculatorJob description
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.
The Risk & Analytics team makes crucial decisions that direct Affirm’s business strategy. Our team designs and runs experiments to decide which product features to launch and which marketing campaigns to fund. We analyze performance not just to report on it but to determine where to invest resources for maximum impact through building tools and analytical frameworks. We take ownership of the entire analytical lifecycle from initial question to final business decision ensuring Affirm grows efficiently and intelligently.
As a Manager Resolutions you will own the performance and evolution of Affirm's first-party collections program across human digital and AI-powered customer engagement channels. This role is responsible for driving customer outcomes operational efficiency and recovery performance through a combination of vendor management digital strategy AI-enabled servicing and operational excellence.
You will oversee the end-to-end collections engagement strategy including contact center operations digital communications AI-powered servicing solutions and vendor partnerships. Working closely with Product Engineering Analytics Compliance and Operations teams you will identify opportunities to improve customer engagement optimize collections performance and scale innovative solutions that enhance both the customer and agent experience.
This is a highly cross-functional role that requires strong operational leadership strategic thinking and a passion for leveraging technology to transform how collections is delivered.
What you’ll do
Own the performance and evolution of Affirm's first-party collections program across agent digital and AI-powered engagement channels.
Develop and execute strategies that improve collections customer outcomes operational efficiency and overall customer experience.
Lead relationships with collections BPOs AI providers and technology partners ensuring strong performance compliance and accountability.
Monitor portfolio performance and customer behavior trends using data and insights to identify opportunities and drive continuous improvement.
Partner closely with Product Engineering Analytics Compliance and Operations teams to develop and scale innovative collections solutions.
Oversee the rollout optimization and governance of AI-powered servicing capabilities digital communications and self-service experiences.
Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into cross-functional decision-making.
Drive initiatives that improve engagement across all collections channels including voice SMS email digital and emerging technologies.
Establish scalable processes operating models and performance frameworks that support future growth.
Foster a culture of accountability innovation and continuous improvement across internal teams and external partners.
What we look for
5+ years of experience leading collections programs.
Experience managing complex operational programs across multiple channels including voice digital and self-service experiences.
Strong understanding of collections recoveries customer engagement or financial services operations.
Experience working with BPO partners vendors and external service providers.
Demonstrated ability to leverage data to drive business decisions and operational improvements.
Experience partnering with Product Engineering Analytics Compliance and Operations teams.
Strong understanding of emerging technologies automation AI or digital customer engagement solutions.
Proven ability to lead large-scale operational initiatives and drive measurable business outcomes.
Excellent communication stakeholder management and influencing skills.
Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution.
Pay Grade - K
Equity Grade - 5
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: $145000 - $205000
USA base pay range (all other U.S. states) per year: $128000 - $188000
# LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology Food various Lifestyle needs and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
We 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.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance Affirm will consider for employment qualified applicants with arrest and conviction records.
By clicking "Submit Application" you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection processing use and storage of your personal information as described therein.
Skills Required
- 5+ years of experience leading collections programs.
- Experience managing complex operational programs across voice digital and self-service channels.
- Strong understanding of collections recoveries customer engagement or financial services operations.
- Experience working with BPO partners vendors and external service providers.
- Demonstrated ability to leverage data to drive business decisions and operational improvements.
- Experience partnering with Product Engineering Analytics Compliance and Operations teams.
- Strong understanding of emerging technologies automation AI or digital customer engagement solutions.
- Proven ability to lead large-scale operational initiatives and drive measurable business outcomes.
- Excellent communication stakeholder management and influencing skills.
- Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day execution.
What the Team is Saying
What We Do
At Affirm we help people say yes to the things that matter with flexible transparent ways to pay over time. No hidden fees no compound interest and no fine print—just a smarter way to spend.
Why Work With Us
Who is an Affirmer? /noun/ Someone who believes finance shouldn’t be complicated. We come from a diverse set of backgrounds and we’re driven by the desire to improve lives through honest financial products. We define success by challenging one another to bring our best ideas to every single project—and we have fun while doing it.
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Affirm Offices
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Employees work remotely.
Affirm is a remote-first company! Our employees can work anywhere in the U.S. but if an office is more your style we have office locations in San Francisco Chicago New York City and Pittsburgh.
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