Senior Product Manager, Consumer Servicing

| Remote
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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.
That goal infuses every part of what we do, from the moment a user sees Affirm for the first time all the way through to their final payment! As Affirm grows, we are diversifying our financial product portfolio and providing more ways for customers to interact with Affirm. As a Senior Product Manager for Consumer Servicing, you'll be responsible for delivering a servicing ecosystem that effectively guides our customers as they seek help during their journey with Affirm. Your role will be responsible for providing a cohesive and seamless customer experience across our respective support channels as well as building the tools our customers need to solve issues on their own.
You'll be a passionate voice for the user within your own dedicated team, and you'll bring that perspective to the entire product organization. You'll live and breathe metrics, A/B tests, and workflow optimization, but you'll also have the intuition and courage to know how to move ahead when numbers don't tell the whole story. Most importantly, you'll bring deep customer empathy balanced with a laser focus on delivering the right functionality to serve those needs!
What You'll Do
  • Collaborate with key team members to establish a product strategy and vision for Affirm consumer servicing
  • Drive the consumer servicing roadmap prioritization and deliver key features
  • Improve customer support outcomes by building robust self-service features within our help center, chatbot, phone IVR, mobile apps, and user portal across the Affirm ecosystem.
  • Collaborate with product teams and cross-functional partners to scale our servicing platform to meet the needs of new products, new partners, and international markets.
  • - Build tools that empower customers, and equip our agents to provide fast, effective, and empathetic service.
  • Launch and integrate features that optimize support channels, anticipate customer needs, and effectively guide customers to the channel/agent that is most appropriate for their issue.
  • Design centralized systems and platforms that enable us to deliver a seamless customer servicing experience across all touchpoints within the Affirm network.
  • Partner with our analytics and user research teams to develop an opinionated view on the consumer servicing journey with the goals of driving consumer loyalty and lifetime value.

What We Look For
  • 5+ years of product management experience
  • 1+ years of consumer-facing product experience
  • 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
  • A get-things-done attitude to make your product and team successful (e.g. writing a QA plan or investigating the root cause of a customer support ticket)

Location - Remote U.S.
Grade - USA30
#LI-Remote
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.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado's Equal Pay for Equal Work Act , the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here .
If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways-not just candidates who check all the boxes.
Inclusivity:
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 2021 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.
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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages

Location

Affirm is a remote-first company! Our brick and mortar offices remain operational and accessible for anyone to use on a voluntary basis.

What are Affirm Perks + Benefits

Affirm Benefits Overview

Attracting great people starts by finding talent in different places. That's why we built remote work into the DNA of how we do business—but if an office space is more your style, we have offices in Chicago, New York City, Pittsburgh, Salt Lake City, San Francisco, and Toronto.

Affirm’s benefits are made for you. Spending wallets provide access to food, lifestyle, technology, and family planning wallets for your expenses. If your role is remote, you can set up shop anywhere in your home country. Generous time off enables you to take the time you need when life happens. Health benefits that include vision, dental, and mental health programs. We have a simple, flexible and transparent remote-first compensation structure so you can make the best decisions for yourself and your family. Our parental leave policy includes 18 weeks’ paid leave for birth and non-birth parents, and a 4-week return-to-work transition program, at full base pay. We also offer 24 company-wide paid days off (on top of our generous time off policy) which help our teams collectively pause to recharge.

Culture
Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting nonprofit causes in our communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Pushing the envelope together: Diversity, Equity, and Inclusion (DEI) in 2020

Diversity, equity, and inclusion are integral to the cultural fabric of Affirm. We’re dedicated to making improvements and sharing our learnings with the broader community. While we’re proud of our progress, we recognize the work still needed to be done. People Come First is not just a value at Affirm, it drives the work we do everyday and we look forward to continuing the work around us.

View Affirm's 2020 U.S. Diversity, Equity, and Inclusion report here: http://bit.ly/affirmdei2020

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