Staff Product Manager, Affirm
Consumer Servicing
$200-275k
+ Equity rewards
POS installment loans
Posted today
POS installment loans
1001+ employees
Posted today
$200-275k
+ Equity rewards
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- At least 6 years of product management experience in the software tech industry with a track record of driving results
- This position requires either equivalent practical experience or a Bachelor’s degree in a related field
- 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
What the job involves
- We're looking for a Staff Product Manager to lead the next wave of innovation in how we support millions of customers—at scale, with heart, and with excellence
- Our Customer Servicing team is the connective tissue between our customers and Affirm’s promise
- We own all the ways people contact us—chat, phone, and more—and we build the internal tools our agents rely on to deliver fast, empathetic, and effective support
- In this role, you'll play a pivotal role in shaping the experience of how millions of people get help—and how our internal teams deliver it. You will:
- 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
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.
Boasting over 21M consumers and 337,000+ 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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