Remote Resolutions Manager: AI-Driven Collections Leader

Bilinguallink; Moose Jaw; Remote; CAD 117,000 - 167,000; Full time

Benefits offered by this job

Health coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm, a remote-first company, seeks a Resolutions Manager to own the performance of its first-party collections program across agent, digital, and AI-powered engagement channels. You will drive customer outcomes, efficiency, and recovery performance through vendor management, digital strategy, and AI-enabled servicing.

Collaborate with Product, Engineering, Analytics, Compliance, and Operations to scale innovative solutions, optimize engagement, and ensure governance.

Qualifications

• 5+ years of experience leading collections programs.
• Experience managing complex operational programs across multiple channels (voice, digital, self-service).
• Strong understanding of collections, recoveries, customer engagement, or financial services operations.

Responsibilities

• 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 to identify opportunities and drive continuous improvement.
• Partner with Product, Engineering, Analytics, Compliance, and Operations to scale innovative collections solutions.

Skills

Collections leadership

Vendor management

Data-driven decision making

Cross-functional collaboration

AI/automation familiarity

Stakeholder management

Job description

Affirm, a remote-first company, seeks a Resolutions Manager to own the performance of its first-party collections program across agent, digital, and AI-powered engagement channels. You will drive customer outcomes, efficiency, and recovery performance through vendor management, digital strategy, and AI-enabled servicing.

Collaborate with Product, Engineering, Analytics, Compliance, and Operations to scale innovative solutions, optimize engagement, and ensure governance.