Affirm
Affirm is reinventing credit to make it more honest and friendly. Ready to make a difference?
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Director of Product Management, Consumer Servicing at Affirm

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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. 

Servicing is our post purchase consumer experience that drives users to return to Affirm, and it consists of automating workflows that enable our customer service agents. As the Director of Product Management, Customer Care, you will create a delightful, frictionless customer journey from account creation to repayment. You’ll manage the post loan consumer experience such as self-service features and the account management experience. In addition to the consumer experience, you’ll also manage customer service internal tooling and platforms that support our entire product portfolio. You will also deliver customer-focused products that enhance Customer Care efficiency, support critical business operations, and enable our company to scale.


This role works closely with Operations, Engineering, Design, Executive leadership, and many other cross-functional stakeholders. This role also manages other product managers and will be responsible for development, mentoring, and ensuring team objectives are achieved. This role reports to the Senior Director of Product who oversees our Foundations Product Teams. 

What You'll Do
  • Build a deep understanding of our consumers, merchants, and partners – their global needs, the jobs-to-be-done, why they love Affirm, and what they wish could be better
  • Refine the vision and strategy for Servicing which includes self-service features, account management, repayment, agent tools, and associated platforms to deliver capabilities that enable engaging customer experiences and deliver meaningful business value
  • Set direction and influence the Executive team on the overall product strategy
  • Partner with engineering leadership to evolve the system architecture and infrastructure to meet our business outcomes
  • Partner closely with our Operations Teams on shared goals and outcomes
  • Uncover customer needs through research and experimentation that inspire innovative solutions and products
  • Lead, mentor and develop a growing team of product managers
  • Collaborate closely with Operations, Legal, Compliance, Credit, Risk, Security, Marketing, and Sales to incorporate feedback into the product roadmap 
  • Define key metrics and outcomes, translating them into qualitative objectives and quantitative goals
What We Look For
  • 10+ years of product management experience and having directly led teams (ideally 4+ years of management experience)
  • Strong proficiency within Salesforce 
  • Experience working in lockstep with Operations Teams
  • Familiarity with Enterprise applications/modules: CRM, e-Commerce, Revenue/billing systems technologies
  • A passion for financial products and improving people’s financial lives
  • Proven ability to scale and foster a team while leading from a product driven stance
  • Ability to lead a large decentralized group from complex and ambiguous situations to clarity and focus
  • Experience balancing competing needs in a platform, striking the right balance between flexibility and consistency, and comfortable communicating prioritization 
  • Track record of successfully launching and growing products at scale
  • Ability to balance outstanding user insight with high analytical rigor
  • Obsesses over getting the product details right, but knows how to ship on time
  • Lead, mentor and develop a growing team of product managers
Bonus Points
  • Experience working in fintech, on a consumer finance product, or marketplace business
  • Salesforce administrator and/or developer certification

Location - Remote U.S.

#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.

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 2020 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
  • Product
  • Sales & Marketing
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    • ConfluenceManagement
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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
Affirm has an active [email protected] group that organizes regular events to give back to the community.
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting causes in our communities. In NYC Affirm partners with Off Their Plate, serving as many meals possible to local families in need.
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
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
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
Generous PTO
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
Online course subscriptions available

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

An Insider's view of Affirm

What’s the vibe like in the office?

I was originally based in our San Francisco office and recently transitioned to our NYC office. I love the NYC office because it feels like a true start-up! I get the best of both worlds. A growing start-up with infrastructure and stability but with the excitement of a small office and team.

Jeremy

Software Engineer

What are some things you learned at the company?

I've learned that staying true to Affirm's consumer-first mission requires a nearly daily commitment to it from the whole company with respect to how decisions are made, which goals are set, & what we decide to build. Sharing this clear north star with my coworkers allows us to connect & align on a deeper level - we're all here for the same reason.

Niki

Group Product Manager

What’s the vibe like in the office?

The New York office combines the tight knit, friendly culture of a smaller startup start up with the huge projects of a scaled out company, all while located in the heart of the world's best city. People in NYC are generally hard working, laid back, and fun to talk to.

Noam

Software Engineer

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