Director of Product Management, Consumer Servicing
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.
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