Group Product Management Manager, Affirm
Consumer Servicing
$236-325k
Salary dependent on location. + Employee Stock Purchase Plan
Buy-now-pay-later card for online and in-store
Be an early applicant
Buy-now-pay-later card for online and in-store
1001+ employees
Be an early applicant
$236-325k
Salary dependent on location. + Employee Stock Purchase Plan
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- 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 workflow, pressure-test a roadmap, or directly shape a critical product bet
- Build for both scale and empathy — you care about designing tools that help internal teams move faster and work better, while keeping the end customer experience at the center
- Are energized by operational complexity — you enjoy messy, cross-functional domains where product, process, people, systems, and incentives all intersect
- Have strong product judgment in ambiguous spaces — you can separate signal from noise, identify the highest-leverage opportunities, and help teams make smart tradeoffs even when the answer is not obvious
- Are AI-forward and pragmatic — you are excited by how AI can transform service operations, but you also know how to evaluate where automation truly helps, where human judgment matters, and how to build responsibly at scale
- Communicate with clarity and conviction — you can synthesize complex problems, align stakeholders, and tell a compelling product story from the frontline agent experience to the executive level
- Operate with ownership — you move quickly, create structure, hold a high quality bar, and push for outcomes that matter to customers, agents, and the business
- Bonus points if you’ve worked on customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products
- Have a Bachelor's degree in a related field or equivalent practical experience
What the job involves
- 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 Group Product Manager to lead our Agent Experience 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
- This is a player-coach role. You’ll lead and develop a team of 2-3 PMs, own the product strategy for a broad and complex domain, and personally dive into the highest-ambiguity, highest-leverage problems — especially as AI changes what great servicing can look like
- 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
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Serving over 21 million consumers and over 300,000 merchants, the company offers flexible payback options ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company benefits
- Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
- Supportive Communities: Get involved with our employee resource groups and community groups
- Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
- Generous Time Off: Take the time you need when life happens
- Health Benefits: Get a plan that fits your needs
- Mental Healthcare: Take care of your mind with great mental health programs
- Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & Development: Engage in exciting learning programs to level up your growth
Company HQ
Chinatown, San Francisco, CA
Leadership
Max Levchin
(Co-Founder & CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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