Manager, Resolutions

Affirm

3d•CA$117,000 - CA$167,000•Remote

About The Position

As a Manager, Resolutions, you will own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels. This role is responsible for driving customer outcomes, operational efficiency, and recovery performance through a combination of vendor management, digital strategy, AI-enabled servicing, and operational excellence. You will oversee the end-to-end collections engagement strategy, including contact center operations, digital communications, AI-powered servicing solutions, and vendor partnerships. Working closely with Product, Engineering, Analytics, Compliance, and Operations teams, you will identify opportunities to improve customer engagement, optimize collections performance, and scale innovative solutions that enhance both the customer and agent experience. This is a highly cross-functional role that requires strong operational leadership, strategic thinking, and a passion for leveraging technology to transform how collections is delivered.

Requirements

5+ years of experience leading collections programs.
Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences.
Strong understanding of collections, recoveries, customer engagement, or financial services operations.
Experience working with BPO partners, vendors, and external service providers.
Demonstrated ability to leverage data to drive business decisions and operational improvements.
Experience partnering with Product, Engineering, Analytics, Compliance, and Operations teams.
Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions.
Proven ability to lead large-scale operational initiatives and drive measurable business outcomes.
Excellent communication, stakeholder management, and influencing skills.
Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution.

Responsibilities

Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels.
Develop and execute strategies that improve collections, customer outcomes, operational efficiency, and overall customer experience.
Lead relationships with collections BPOs, AI providers, and technology partners, ensuring strong performance, compliance, and accountability.
Monitor portfolio performance and customer behavior trends, using data and insights to identify opportunities and drive continuous improvement.
Partner closely with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale innovative collections solutions.
Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences.
Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into cross-functional decision-making.
Drive initiatives that improve engagement across all collections channels, including voice, SMS, email, digital, and emerging technologies.
Establish scalable processes, operating models, and performance frameworks that support future growth.
Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners.