Manager of Resolutions, Affirm
$128-205k
+ ESPP
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
$128-205k
+ ESPP
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- 5+ years of experience leading collections programs
- Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences
- Strong understanding of collections, recoveries, customer engagement, or financial services operations
- Experience working with BPO partners, vendors, and external service providers
- Demonstrated ability to leverage data to drive business decisions and operational improvements
- Experience partnering with Product, Engineering, Analytics, Compliance, and Operations teams
- Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions
- Proven ability to lead large-scale operational initiatives and drive measurable business outcomes
- Excellent communication, stakeholder management, and influencing skills
- Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution
What the job involves
- As a Manager, Resolutions, you will own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels
- This role is responsible for driving customer outcomes, operational efficiency, and recovery performance through a combination of vendor management, digital strategy, AI-enabled servicing, and operational excellence
- You will oversee the end-to-end collections engagement strategy, including contact center operations, digital communications, AI-powered servicing solutions, and vendor partnerships
- Working closely with Product, Engineering, Analytics, Compliance, and Operations teams, you will identify opportunities to improve customer engagement, optimize collections performance, and scale innovative solutions that enhance both the customer and agent experience
- This is a highly cross-functional role that requires strong operational leadership, strategic thinking, and a passion for leveraging technology to transform how collections is delivered
- Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels
- Develop and execute strategies that improve collections, customer outcomes, operational efficiency, and overall customer experience
- Lead relationships with collections BPOs, AI providers, and technology partners, ensuring strong performance, compliance, and accountability
- Monitor portfolio performance and customer behavior trends, using data and insights to identify opportunities and drive continuous improvement
- Partner closely with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale innovative collections solutions
- Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences
- Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into cross-functional decision-making
- Drive initiatives that improve engagement across all collections channels, including voice, SMS, email, digital, and emerging technologies
- Establish scalable processes, operating models, and performance frameworks that support future growth
- Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners
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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