Senior PM, Agent Enablement (Remote) & AI-Driven Support

Affirm; Detroit (MI); On-site; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking a Senior Product Manager to join the Agent Enablement pod, shaping how millions get help and how internal teams deliver it. You’ll own a roadmap to improve agent tools, AI-driven automate and streamline workflows while aligning with business goals.

You’ll collaborate with Engineering, Analytics, Ops and Legal to design scalable systems, measure impact, and drive rapid, thoughtful decisions in a remote-first environment across the U.S.

Qualifications

• 5+ years of Product Management experience.
• Build for scale and empathy for customers and agents.
• Thrive in complexity and redesign service strategy.
• Lead with insight using analytics and frontline feedback.
• Own ambiguity and push for outcomes that matter.
• Communicate clearly to align stakeholders across teams.
• Bonus for experience with customer support platforms, AI, or automation.

Responsibilities

• Deeply understand customers and agents through research, data, and iteration.
• Champion operational excellence with Servicing and Operations teams.
• Design for scale with AI and automation; evaluate build vs buy for tooling.
• Drive an ambitious, thoughtful roadmap from concept to launch.
• Translate insights into strategy using market trends and frontline feedback.
• Define metrics and use experiments to drive performance improvements.
• Build scalable systems for growth and new contact channels.
• Collaborate with Engineering, Design, Analytics, Ops, Legal and leadership.
• Own ambiguity and lead with conviction in a fast-paced environment.

Skills

Product Management

Job description

Affirm is seeking a Senior Product Manager to join the Agent Enablement pod, shaping how millions get help and how internal teams deliver it. You’ll own a roadmap to improve agent tools, AI-driven automate and streamline workflows while aligning with business goals.

You’ll collaborate with Engineering, Analytics, Ops and Legal to design scalable systems, measure impact, and drive rapid, thoughtful decisions in a remote-first environment across the U.S.