Group Product Manager, Agent Experience & AI Servicing
Rozgoo
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Job summary
Affirm is reinventing credit by building AI-powered tools for fast, empathetic customer servicing. The Group Product Manager will lead the Agent Experience pod and own the product strategy across workflows, automation, and internal systems for agents supporting millions of customers.
This player-coach role oversees 2 PMs, drives high-impact 0-to-1 initiatives, and collaborates with Operations, Legal, Analytics, and senior leadership to shape the future of servicing.
Qualifications
- PM leadership experience with coaching and growing teams
- Ability to define strategy for a broad product area and translate into roadmaps
- Strong cross-functional collaboration across operations, legal, analytics and leadership
- Comfort operating in AI-driven product changes
Responsibilities
- Set vision and strategy for Agent Experience and define world-class tooling roadmaps
- Lead and coach 2 PMs, raising product judgment and execution
- Act as a hands-on leader on high-impact, ambiguous initiatives
- Drive AI-first transformation to improve agent efficiency and customer experience
- Partner with Operations and Servicing leaders to translate frontline insights into product strategy
- Create clarity across a complex portfolio and balance competing priorities
- Build scalable systems and durable platform decisions for growth
- Define success metrics across CX, agent productivity, quality, and automation
- Influence across Engineering, Design, Analytics, Legal and senior leadership
Job description
Affirm is reinventing credit by building AI-powered tools for fast, empathetic customer servicing. The Group Product Manager will lead the Agent Experience pod and own the product strategy across workflows, automation, and internal systems for agents supporting millions of customers.
This player-coach role oversees 2 PMs, drives high-impact 0-to-1 initiatives, and collaborates with Operations, Legal, Analytics, and senior leadership to shape the future of servicing.
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