Staff Product Manager, Consumer Servicing

Affirm; Cleveland (OH); Remote; USD 200,000 - 250,000; Full time

Job summary

An established industry player is seeking a Staff Product Manager to reshape the customer support landscape. This innovative role focuses on enhancing user experiences through AI and automation, ensuring efficient service delivery. You will champion operational excellence, design scalable systems, and work closely with diverse teams to drive impactful changes. If you thrive in complex environments and have a passion for crafting intuitive solutions, this opportunity is perfect for you. Join a remote-first company that values empathy and innovation, and make a significant impact on millions of customers.

Benefits

100% subsidized medical coverage

Flexible Spending Wallets

Competitive vacation and holiday schedules

Employee stock purchase plan (ESPP)

Qualifications

• 6+ years of product management experience in software tech.
• Experience in customer support platforms and internal tools is a plus.

Responsibilities

• Lead innovation in customer support experiences at scale.
• Collaborate with cross-functional teams to drive product strategy.

Skills

Product Management

Data Analysis

AI and Automation

Stakeholder Communication

Education

Bachelor’s Degree in a related field

Job description

Staff Product Manager, Consumer Servicing

Remote US

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Our Customer Servicing team is the connective tissue between our customers and Affirm’s promise. We own all the ways people contact us—chat, phone, and more—and we build the internal tools our agents rely on to deliver fast, empathetic, and effective support. We're looking for a Staff Product Manager to lead the next wave of innovation in how we support millions of customers—at scale, with heart, and with excellence.

What you’ll do

In this role, you'll play a pivotal role in shaping the experience of how millions of people get help—and how our internal teams deliver it. You will:

Deeply understand our customers and agents—what they need, what they expect, and where they struggle—through research, data, and constant iteration.

Champion operational excellence—work closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity.

Design for scale through AI and automation—identify high-leverage areas where intelligent automation can boost agent efficiency and reduce contact volume, and lead build-vs-buy evaluations for AI tooling that enhances customer and agent experiences.

Drive an ambitious, thoughtful roadmap—identify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond.

Translate insights into strategy—define a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback.

Instrument and measure the right things—define metrics that matter, set clear success criteria, and use experimentation to drive performance improvements

Build for the long game—design scalable systems that can support a growing business, new contact channels, and ever-increasing expectations for speed and quality.

Collaborate across the org—partner deeply with Engineering, Design, Analytics, Ops, Legal, and senior leaders to drive aligned, cross-functional progress.

Own ambiguity and unlock innovation—navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.

What we look for

At least 6 years of product management experience in the software tech industry with a track record of driving results

• This position requires either equivalent practical experience or a Bachelor’s degree in a related field

Build for scale and empathy—you craft intuitive experiences for both customers and agents that balance high-tech efficiency with a human touch.

Thrive in complexity—you can zoom out to redesign service strategy or zoom in to debug an agent workflow—all in the same day.

Lead with insight—you combine strong product intuition, behavioral understanding, and analytical rigor to uncover patterns and drive smart decisions.

Operate with ownership—you move quickly, bring order to ambiguity, and push for outcomes that actually matter to the business and the customer.

Communicate to drive clarity—your storytelling and synthesis skills align stakeholders, unlock buy-in, and make your roadmap resonate from the call center floor to the exec suite.

Bonus points if you've worked on customer support platforms, internal tools, or have experience scaling service operations with AI and automation.

Pay Grade - P
Equity Grade - 13

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $225,000 - $275,000
USA base pay range (all other U.S. states) per year: $200,000 - $250,000

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking "Submit Application," you acknowledge that you have read Affirm'sGlobal Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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