Senior Product Manager, Agent Enablement

Affirm

20h•$173,000 - $255,000•Remote

About The Position

The Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self-service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support. We sit at the intersection of customer experience, operational excellence, and AI-driven transformation. We’re looking for a Senior Product Manager to join our Agent Enablement pod: the team responsible for the tools, workflows, and AI-powered capabilities that help our agents support millions of customers with speed, accuracy, and care. As a Senior PM, you'll play a pivotal role in shaping the experience of how millions of people get help — and how our internal teams deliver it.

Requirements

Have 5+ years of Product Management experience
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.

Nice To Haves

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

Responsibilities

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.