Senior PM, AI-Powered Agent Enablement

Affirm; Charlotte (NC); On-site; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health coverage

FSA wallets

Time off

Employee stock purchase plan

Job summary

Affirm is seeking a Senior Product Manager for the Agent Enablement pod within the Consumer Servicing team. You will shape how millions access help, while enabling internal teams to deliver fast, empathetic support.

You will drive scale through AI, own the roadmap, and partner with engineering, design, analytics, and operations to optimize workflows and contact channels across the organization.

Qualifications

• 5+ years of Product Management experience.
• Craft intuitive experiences for both customers and agents balancing high-tech efficiency with a human touch.
• Ability to redesign service strategy or drill into agent workflows in the same day.
• Strong product intuition, behavioral understanding, and analytical rigor.
• Ownership mindset: move fast, bring order to ambiguity, drive outcomes that matter.

Responsibilities

• Understand customers and agents through research, data, and iteration.
• Streamline workflows with Servicing and Operations teams to boost productivity.
• Identify AI-enabled high-leverage areas and lead build-vs-buy for AI tooling.
• Define and drive an ambitious roadmap from concept to launch and beyond.
• Translate insights into strategy with market trends, analytics, and frontline feedback.
• Define metrics, set success criteria, and run experiments to improve performance.
• Build scalable systems for growth, new channels, and speed/quality.
• Collaborate with Engineering, Design, Analytics, Ops, Legal, and executives.

Skills

Product management

Strategic thinking

Data-driven

Cross-functional collaboration

Tools

AI tooling

Automation platforms

Job description

Affirm is seeking a Senior Product Manager for the Agent Enablement pod within the Consumer Servicing team. You will shape how millions access help, while enabling internal teams to deliver fast, empathetic support.

You will drive scale through AI, own the roadmap, and partner with engineering, design, analytics, and operations to optimize workflows and contact channels across the organization.