Senior Product Manager, Agent Enablement

Affirm is reinventing credit to make it more honest and friendly, giving consumers flexibility to buy now and pay later without hidden fees or compounding interest. The Consumer Servicing team owns customer support channels—chat, phone, self-service—and the internal tools agents use to deliver effective assistance. We're hiring a Senior Product Manager to lead Agent Enablement: the pod responsible for the tools, workflows, and AI-powered capabilities that enable our agents to support millions of customers efficiently and effectively.

About the Role

In this position, you'll shape how millions of customers receive help and how our internal teams deliver it. You'll own the product strategy, roadmap, and execution for agent-facing tools and AI-driven automation that improve both agent productivity and customer experience. This role sits at the intersection of customer experience, operational excellence, and AI-driven transformation.

Responsibilities

• Conduct customer and agent research to understand needs, expectations, and pain points through data analysis and continuous iteration.
• Work closely with Servicing and Operations teams to streamline workflows, reduce complexity, and drive productivity gains.
• Identify high-leverage opportunities for intelligent automation and AI to boost agent efficiency and reduce contact volume; lead build-vs-buy evaluations for AI tooling.
• Develop and prioritize an ambitious roadmap informed by market trends, competitive analysis, behavioral data, and frontline feedback.
• Define metrics that matter, establish success criteria, and use experimentation to drive measurable performance improvements.
• Design scalable systems that support business growth, new contact channels, and increasing expectations for speed and quality.
• Partner across Engineering, Design, Analytics, Operations, Legal, and senior leadership to drive aligned, cross-functional execution.
• Navigate ambiguity and tradeoffs with conviction in a fast-paced, evolving environment.

Requirements

• 5+ years of Product Management experience.
• Demonstrated ability to build intuitive experiences for both customers and agents, balancing efficiency with human-centered design.
• Comfort thriving in complexity and ambiguity.
• Strong data literacy and experimentation mindset.
• Experience collaborating across cross-functional teams in fast-moving environments.

Location & Work Arrangement

Remote US