Who you are

• 5+ years of product management experience
• Experience building in financial services or other highly regulated environments
• Deep experience in the card payments ecosystem (e.g., fintech, issuing/acquiring banks, processors, networks, or payments infrastructure)
• Bonus: experience building scaled customer support platforms, internal tooling, or AI-driven service operations
• Exceptional communication and storytelling skills, with the ability to distill complex problems, influence stakeholders, and drive alignment from operators to executives
• Strong product judgment grounded in data, with a proven ability to simplify complex systems, improve operational efficiency, and elevate customer experience simultaneously
• Ability to thrive in ambiguity—rapidly synthesizing incomplete inputs, setting clear direction, and driving execution end-to-end
• High ownership and accountability, with a bias for action and a track record of delivering measurable outcomes that matter to both the business and the customer
• Bachelor’s degree in a related field or equivalent practical experience

What the job involves

• We’re looking for a Senior Product Manager to join Affirm’s Consumer Servicing team, focused on building and scaling our refunds and disputes platform
• This role sits at the center of some of the most critical moments in the customer journey -- when something goes wrong
• You’ll own and improve how customers resolve refund and dispute issues, shaping both the customer-facing experiences (self-service flows, app surfaces, communications) and the internal tooling that empowers our customer operations teams to deliver fast, high quality support
• As Affirm rapidly expands products like the Affirm Card, deepens partnerships (e.g., Apple Pay, Amazon, Shopify), and enters new markets, the complexity and importance of this space is increasing rapidly
• This role is a unique opportunity to shape a unified, end-to-end disputes and refunds platform across all Affirm products, bringing consistency to fragmented systems while navigating regulatory and card network requirements
• You’ll work closely with a senior product leader to define strategy and build AI- and ML-powered systems—such as automated dispute adjudication—that reduce losses, lower contact rates, and dramatically improve customer experience
• If you’re excited about tackling real-world payments complexity and applying modern technology to one of the highest-friction areas in consumer finance, this is a chance to drive outsized impact at scale
• As the Senior PM for Customer Servicing, you'll play a pivotal role in shaping the experience of how millions of people get help—and how our internal teams deliver it. You will:
• 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 assist with 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, Compliance, Risk, 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

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth