Manager, AI-Powered Collections & Customer Outcomes

Rozgoo; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees. As Manager, Resolutions, you will own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered channels, driving outcomes, efficiency, and recovery performance.

You will oversee vendor partnerships and AI-powered servicing, partner with Product, Engineering, Analytics, Compliance, and Operations,

Qualifications

• 5+ years of experience leading collections programs.
• Experience managing multi-channel programs across voice, digital, and self-service.
• Strong understanding of collections, recoveries, and financial services operations.
• Experience with BPO partnerships and vendor management.
• Ability to use data to drive business decisions and improvements.
• Experience partnering with Product, Engineering, Analytics, Compliance, and Operations.
• Knowledge of emerging technologies, automation, AI, or digital engagement solutions.
• Proven ability to lead large-scale initiatives and deliver measurable outcomes.
• Excellent communication and stakeholder management skills.
• Thrives in fast-paced environments balancing strategy and execution.

Responsibilities

• Own performance and evolution of Affirm's first-party collections program.
• Develop strategies to improve collections, outcomes, and customer experience.
• Lead relationships with BPOs, AI providers, and tech partners, ensuring compliance.
• Monitor portfolio performance and customer behavior; drive improvements.
• Collaborate with Product, Engineering, Analytics, Compliance, and Operations to scale solutions.
• Rollout and govern AI-powered servicing and self-service experiences.
• Influence product roadmaps with frontline customer insights.
• Drive engagement across voice, SMS, email, and digital channels.
• Establish scalable processes, operating models, and performance frameworks.
• Foster accountability, innovation, and continuous improvement across teams and partners.

Skills

Collections leadership

Multi-channel management

Data-driven decision making

Vendor management

AI-enabled servicing

Stakeholder management

Job description

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees. As Manager, Resolutions, you will own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered channels, driving outcomes, efficiency, and recovery performance.

You will oversee vendor partnerships and AI-powered servicing, partner with Product, Engineering, Analytics, Compliance, and Operations,