Resolutions Manager

Affirm is seeking a Resolutions Manager to oversee its first-party collections program across human, digital, and AI-powered customer engagement channels. Based remotely in Canada, this role sits within the Risk & Analytics organization and manages the full lifecycle of collections strategy—from contact center operations and vendor partnerships to digital communications and AI-enabled servicing solutions. You will work across Product, Engineering, Analytics, Compliance, and Operations teams to optimize recovery performance, customer outcomes, and operational efficiency.

Responsibilities

• Own performance and evolution of Affirm's collections program across agent, digital, and AI-powered engagement channels
• Develop and execute strategies to improve collections recovery, customer outcomes, operational efficiency, and 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 to identify improvement opportunities
• 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 and digital communications

Requirements

• Collections management experience, including oversight of contact center operations, BPO vendors, or digital engagement programs
• Demonstrated experience managing AI-powered or technology-enabled customer engagement solutions
• Experience collaborating across cross-functional teams in data-driven, product-focused environments
• Track record of improving operational efficiency and performance metrics in collections or related functions