Senior Product Manager, Consumer Servicing

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Requirements:

• Passion and drive to change consumer finance for the better
• This position requires either equivalent practical experience or a Bachelor’s degree in a related field
• Strong written and verbal communication skills with the ability to articulate customer problems and drive alignment with cross-functional teams and leadership
• An analytical metrics-based approach to identifying, sizing and solving problems
• Experience managing technical software products from kick-off to post-launch
• An experimentation mindset to come up with hypotheses, test them quickly and ship the features globally
• Excellent at identifying and prioritizing high impact initiatives
• A scrappy, get-things-done attitude to make your product and team successful whether that means writing a QA plan or investigating the root cause of a customer support ticket
• Prior experience working with ML models is preferred
• The ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
• Excellent at establishing cross-functional relationships, tapping into those relationships and drive consensus to make progress
• Very good at influencing leadership and cross-functional teams
• Familiarity with SQL and Excel for product analysis

Responsibilities:

• Understand Affirm users at a deep level -- what’s important to them, what are their constraints and challenges, their expectations with respect to servicing, why they love Affirm, and what they wish we could do better
• Drive our self-service strategy to proactively improve the servicing experience for both international and domestic customers
• Build self-service user experiences that significantly improve the servicing experience
• Be an expert on industry trends of consumer servicing and utilize the knowledge to shape the roadmap
• Understand the levers to optimize the servicing experience and utilize the available levers to delight the customers and increase their engagement