Group Product Management Manager, Consumer Servicing

What You’ll Do

• Set the vision and strategy for Agent Experience — define what world-class agent tooling looks like at Affirm, identify the biggest opportunities across workflows, automation, AI, and internal systems, and translate that vision into a clear, sequenced roadmap.
• Lead and develop a team of PMs — manage, coach, and raise the bar for 2 PMs working across the Agent Experience portfolio. Help them sharpen product judgment, navigate ambiguity, improve execution, and grow as product leaders.
• Operate as a player-coach — stay close enough to the work to personally lead select high-impact initiatives, especially ambiguous or 0-to-1 efforts where the strategy is still forming, while also creating space for your PMs to own meaningful areas independently.
• Drive AI-first transformation in servicing — identify where AI and automation can meaningfully improve agent efficiency, reduce customer friction, improve quality, and scale support without losing the human touch. Lead thinking on build-vs-buy decisions and help the team adopt new ways of building with AI.
• Partner deeply with Operations and Servicing leaders — understand frontline workflows, operational pain points, quality drivers, and productivity constraints. Build strong relationships with the teams who run servicing day to day, and turn those insights into product strategy.
• Create clarity across a complex portfolio — bring structure to ambiguous problems, make smart tradeoffs across competing priorities, and help the team focus on the highest-impact work for customers, agents, and the business.
• Build scalable systems for the long term — guide the team toward durable product and platform decisions that can support a growing business, new contact channels, evolving customer expectations, and increasingly sophisticated automation.
• Instrument and manage the business impact — define the right success metrics across customer experience, agent productivity, quality, automation, and operational efficiency. Use data, experimentation, and frontline feedback to continuously improve performance.
• Influence across the organization — partner with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to align priorities, unblock execution, and drive outcomes across teams.

What We Look For

• Are an experienced product leader and people manager — you’ve managed PMs before, know how to coach product talent, and can balance team development with strong ownership of business outcomes.
• Thrive as a player-coach — you can zoom out to define strategy for a broad product area, then zoom in to debug a wo