Senior Product Manager, Agent Enablement

About the role

This role focuses on enhancing the tools and systems that empower Affirm's customer support agents. You will shape how millions of customers receive assistance and how our internal teams deliver that support effectively.

Key facts

What you'll do

• Understand the needs and challenges of both customers and support agents through research and data analysis.
• Improve operational efficiency by simplifying workflows and increasing agent productivity.
• Identify opportunities for AI and automation to enhance agent performance and reduce customer contact volume.
• Develop and execute a product roadmap, prioritizing impactful initiatives from conception to launch.
• Define product strategy based on market insights, competitive analysis, and customer feedback.
• Establish key performance indicators and use experimentation to drive product improvements.
• Design scalable systems to support business growth and evolving customer expectations.
• Collaborate with Engineering, Design, Analytics, Operations, Legal, and leadership teams.
• Navigate complex situations and drive innovation in a dynamic environment.

Requirements

• A minimum of 5 years of experience in Product Management.
• Ability to create user-friendly experiences for both customers and agents, balancing technology with a human-centered approach.
• Aptitude for managing complex problems, from strategic service design to detailed workflow optimization.
• Skill in using product intuition, behavioral insights, and data analysis to make informed decisions.
• A proactive approach to ownership, driving outcomes that benefit the business and customers.
• Strong communication and synthesis abilities to align stakeholders and communicate the product vision effectively.

Nice to have

• Prior experience with customer support platforms or internal tooling.
• Experience scaling service operations through AI and automation.

Skills & tools

• Product Management
• AI and Automation
• Customer Support Platforms
• Internal Tools
• Workflow Optimization
• Data Analysis
• Roadmapping

Practical notes

Pay Grade: N

Equity Grade: 9

Base pay range for CA, WA, NY, NJ, CT: $195,000 - $255,000 per year.

Base pay range for all other U.S. states: $173,000 - $233,000 per year.

Total compensation includes equity, monthly stipends for health, wellness, and tech, and benefits.

Benefits include 100% subsidized medical coverage, dental, and vision for employees and dependents.

Affirm is a remote-first company.

Reasonable accommodations are available for candidates with disabilities during the hiring process.

Consideration for employment will be given to qualified applicants with arrest and conviction records in accordance with local ordinances.