Resolutions Manager

Affirm is seeking a Resolutions Manager to oversee the collections program across multiple engagement channels—agent-based, digital, and AI-powered. This remote role sits within the Risk & Analytics team and owns end-to-end collections strategy, vendor partnerships, and performance optimization to improve both customer outcomes and operational efficiency.

Responsibilities

• Own performance and strategic evolution of first-party collections program across agent, digital, and AI-powered engagement channels
• Develop and execute collections strategies that improve recovery performance, customer outcomes, operational efficiency, and overall customer experience
• Lead and manage relationships with collections business process outsourcers (BPOs), AI providers, and technology partners, ensuring compliance and accountability
• Monitor portfolio performance and customer behavior trends; identify improvement opportunities and drive continuous optimization
• Partner with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale innovative collections solutions
• Oversee rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service tools
• Bring frontline insights and customer needs into cross-functional decision-making to influence product roadmaps and operational strategies

Requirements

• Proven experience in collections management, operations, or related financial services roles
• Demonstrated ability to manage vendor relationships and third-party partnerships at scale
• Experience with collections technology platforms, AI-powered servicing, or digital engagement tools
• Strong analytical and data-driven decision-making capability
• Experience working cross-functionally with product, engineering, and compliance teams

Benefits

• Remote position (US-based)