Senior PM, AI-Driven Agent Enablement (Remote)

Affirm; Nashville (TN); On-site; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking a Senior Product Manager for the Agent Enablement pod. You will shape the tools, workflows, and AI-powered capabilities that empower a global support operation, delivering fast, accurate, and empathetic service.

You will partner with Engineering, Design, Analytics, Ops, Legal, and leadership to drive a scalable roadmap, translate frontline feedback into strategy, and measure success with data-driven metrics across a remote-first organization.

Qualifications

• 5+ years of Product Management experience.
• Craft intuitive experiences for customers and agents.
• Thrive in complexity and navigate service strategy.
• Lead with product insight, analytics, and frontline feedback.
• Own initiatives, move quickly, and deliver measurable outcomes.
• Communicate clearly to align stakeholders and executives.
• Bonus for experience with customer support platforms or AI tooling.

Responsibilities

• Deeply understand customers and agents through research and data.
• Streamline workflows with Servicing and Operations teams.
• Identify high-leverage AI opportunities and lead build-vs-buy for AI tooling.
• Drive a thoughtful roadmap from concept to launch.
• Translate insights into strategy with market and frontline input.
• Define metrics and run experiments to improve performance.
• Design scalable systems for growth and evolving channels.
• Collaborate with Engineering, Design, Analytics, Ops, Legal, and leadership.

Skills

5+ years

Scale & empathy

Complexity handling

Insight-driven

Ownership

Clear communication

AI & automation awareness

Job description

Affirm is seeking a Senior Product Manager for the Agent Enablement pod. You will shape the tools, workflows, and AI-powered capabilities that empower a global support operation, delivering fast, accurate, and empathetic service.

You will partner with Engineering, Design, Analytics, Ops, Legal, and leadership to drive a scalable roadmap, translate frontline feedback into strategy, and measure success with data-driven metrics across a remote-first organization.