Senior Product Manager, Agent Enablement

About the Role

The Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self-service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support. We sit at the intersection of customer experience, operational excellence, and AI-driven transformation.

We’re looking for a Senior Product Manager to join our Agent Enablement pod: the team responsible for the tools, workflows, and AI-powered capabilities that help our agents support millions of customers with speed, accuracy, and care.

As a Senior PM, you'll play a pivotal role in shaping the experience of how millions of people get help — and how our internal teams deliver it.

What You'll Do

• 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

• Have 5+ years of Product Management experience
• 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.