Senior PM: AI-Powered Agent Enablement (Remote)

Affirm; Miami (FL); 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 seeking a Senior Product Manager for the Agent Enablement pod, joining a remote-first team that supports chat, phone, and self-service flows. You will shape how millions get help and how internal teams operate, guiding an ambitious roadmap with a data-driven, customer-centric approach.

You’ll collaborate with Engineering, Design, Analytics, and Ops to drive impactful features, define metrics, and measure success while building scalable systems for the evolving support ecosystem.

Qualifications

• 5+ years of Product Management experience.
• Build for scale and empathy—craft intuitive experiences for customers and agents.
• Thrive in complexity—navigate service strategy and agent workflows.
• Lead with insight—combine product intuition, behavioral understanding, and analytics.
• Operate with ownership—move quickly and push for meaningful outcomes for business and customers.
• Communicate to drive clarity—align stakeholders and roadmaps.
• Bonus: experience with customer support platforms, internal tools, or scaling service operations with AI and automation.

Responsibilities

• Deeply understand customers and agents through research and data.
• Champion operational excellence with Servicing and Operations teams.
• Design for scale using AI and automation; evaluate AI tooling.

Skills

Product Management

Roadmap planning

Stakeholder communication

Data-informed decisions

AI tooling familiarity

Job description

Affirm is seeking a Senior Product Manager for the Agent Enablement pod, joining a remote-first team that supports chat, phone, and self-service flows. You will shape how millions get help and how internal teams operate, guiding an ambitious roadmap with a data-driven, customer-centric approach.

You’ll collaborate with Engineering, Design, Analytics, and Ops to drive impactful features, define metrics, and measure success while building scalable systems for the evolving support ecosystem.