Remote Collections Leader | AI-Driven Customer Engagement

Affirm; United States; On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking a Resolutions Manager to own and evolve its first-party collections program across human, digital, and AI-powered channels. You will drive customer outcomes, operational efficiency, and recovery performance through vendor management and advanced servicing solutions.

Collaborate with Product, Engineering, Analytics, Compliance, and Operations to identify opportunities, scale innovative solutions, and improve engagement across all channels while maintaining compliance and high

Qualifications

• 5+ years of experience leading collections programs.
• Experience managing complex operational programs across multiple channels.
• 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.

Responsibilities

• Own the performance and evolution of Affirms 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 and accountability.
• Monitor portfolio performance and customer behavior trends to drive continuous improvement.
• Partner with Product, Engineering, Analytics, Compliance, and Operations to scale innovative collections solutions.
• Oversee AI-powered servicing capabilities, digital communications, and self-service experiences.
• Influence roadmaps and operational strategies with frontline insights and customer needs.
• Drive initiatives to improve engagement across voice, SMS, email, digital channels.
• Establish scalable processes, operating models, and performance frameworks for growth.
• Foster a culture of accountability, innovation, and continuous improvement.

Skills

Collections leadership

Vendor management

AI-enabled servicing

Data-driven decisions

Cross-functional collaboration

Customer engagement

Operational leadership

Job description

Affirm is seeking a Resolutions Manager to own and evolve its first-party collections program across human, digital, and AI-powered channels. You will drive customer outcomes, operational efficiency, and recovery performance through vendor management and advanced servicing solutions.

Collaborate with Product, Engineering, Analytics, Compliance, and Operations to identify opportunities, scale innovative solutions, and improve engagement across all channels while maintaining compliance and high