Staff Product Manager

Summary

Join Affirm's Customer Servicing team as a Staff Product Manager and lead innovation in customer support. You will deeply understand customer and agent needs, champion operational excellence, design for scale using AI and automation, and drive a thoughtful product roadmap. Responsibilities include translating insights into strategy, defining key metrics, building scalable systems, and collaborating across teams. The ideal candidate possesses at least 6 years of product management experience in software, a proven ability to build for scale and empathy, and strong communication skills. Affirm offers competitive benefits, including 100% subsidized medical coverage for you and your dependents, flexible spending stipends, competitive time off, and an ESPP.

Requirements

• At least 6 years of product management experience in the software tech industry with a track record of driving results
• 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

Responsibilities

• 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

Preferred Qualifications

Bonus points if you've worked on customer support platforms, internal tools, or have experience scaling service operations with AI and automation

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount