Manager, Resolutions

Rozgoo; United States; À distance; USD 140 000 - 190 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Collections leadership

Multi-channel management

Data-driven decision making

Vendor management

AI-enabled servicing

Stakeholder management

Description du poste

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

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.

What you’ll do

• 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.

What we look for

• 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.

Pay Grade - K
Equity Grade - 4
Employees new to affirm typically come in at the start of the pay range.
Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.