Senior PM: Agent Enablement & AI-Driven Support

Affirm; Boulder (CO); On-site; USD 173,000 - 233,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is reinventing credit with a remote-first approach in the United States. We seek a Senior Product Manager for the Agent Enablement pod, shaping how millions of customers get help and how internal teams operate.

You will lead cross-functional initiatives blending AI, automation, and user-centered design to improve agent efficiency, reduce contact volume, and enhance customer experience. You will partner with Servicing, Operations, Engineering, and Legal to drive a thoughtful roadmap,

Qualifications

• 5+ years of Product Management experience.
• You craft intuitive experiences for both customers and agents.
• Strong analytical and behavioral data understanding.

Responsibilities

• Deeply understand customers and agents through research and data.
• Collaborate with Servicing and Operations to streamline workflows.
• Design for scale using AI and automation; evaluate AI tooling.
• Drive a ambitious roadmap from concept to launch.
• Translate insights into strategy and define clear metrics.
• Build scalable systems to support growth and new channels.
• Partner with Engineering, Design, Analytics, Ops, Legal, and leaders to progress initiatives.
• Own ambiguity and drive innovation in a fast-paced environment.

Skills

Product management

User-centered design

Data analysis

AI tooling awareness

Stakeholder management

Tools

Jira

Job description

Affirm is reinventing credit with a remote-first approach in the United States. We seek a Senior Product Manager for the Agent Enablement pod, shaping how millions of customers get help and how internal teams operate.

You will lead cross-functional initiatives blending AI, automation, and user-centered design to improve agent efficiency, reduce contact volume, and enhance customer experience. You will partner with Servicing, Operations, Engineering, and Legal to drive a thoughtful roadmap,