Group Product Management Manager, Agent Enablement at Affirm

The Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self-service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support. We sit at the intersection of customer experience, operational excellence, and AI-driven transformation.

We’re looking for a Group Product Manager to lead our Agent Experience pod: the team responsible for the tools, workflows, and AI-powered capabilities that help our agents support millions of customers with speed, accuracy, and care.

This is a player-coach role. You’ll lead and develop a team of 2-3 PMs, own the product strategy for a broad and complex domain, and personally dive into the highest-ambiguity, highest-leverage problems — especially as AI changes what great servicing can look like.

What You’ll Do

You will:

• Set the vision and strategy for Agent Experience — define what world-class agent tooling looks like at Affirm, identify the biggest opportunities across workflows, automation, AI, and internal systems, and translate that vision into a clear, sequenced roadmap.

• Lead and develop a team of PMs — manage, coach, and raise the bar for 2 PMs working across the Agent Experience portfolio. Help them sharpen product judgment, navigate ambiguity, improve execution, and grow as product leaders.

• Operate as a player-coach — stay close enough to the work to personally lead select high-impact initiatives, especially ambiguous or 0-to-1 efforts where the strategy is still forming, while also creating space for your PMs to own meaningful areas independently.

• Drive AI-first transformation in servicing — identify where AI and automation can meaningfully improve agent efficiency, reduce customer friction, improve quality, and scale support without losing the human touch. Lead thinking on build-vs-buy decisions and help the team adopt new ways of building with AI.

• Partner deeply with Operations and Servicing leaders — understand frontline workflows, operational pain points, quality drivers, and productivity constraints. Build strong relationships with the teams who run servicing day to day, and turn those insights into product strategy.

• Create clarity across a complex portfolio — bring structure to ambiguous problems, make smart tradeoffs across competing priorities, and help the team focus on the highest-impact work for customers, agents, and the business.

• Build scalable systems for the long term — guide the team toward durable product and platform decisions that can support a growing business, new contact channels, evolving customer expectations, and increasingly sophisticated automation.

• Instrument and manage the business impact — define the right success metrics across customer experience, agent productivity, quality, automation, and operational efficiency. Use data, experimentation, and frontline feedback to continuously improve performance.

• Influence across the organization — partner with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to align priorities, unblock execution, and drive outcomes across teams.

What We Look For

You might be a great fit if you:

• Are an experienced product leader and people manager — you’ve managed PMs before, know how to coach product talent, and can balance team development with strong ownership of business outcomes.

• Thrive as a player-coach — you can zoom out to define strategy for a broad product area, then zoom in to debug a workflow, pressure-test a roadmap, or directly shape a critical product bet.

• Build for both scale and empathy — you care about designing tools that help internal teams move faster and work better, while keeping the end customer experience at the center.

• Are energized by operational complexity — you enjoy messy, cross-functional domains where product, process, people, systems, and incentives all intersect.

• Have strong product judgmen

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