Manager, Resolutions
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Job Description
Manager, Resolutions leading Affirm's first-party collections program across various engagement channels. Collaborating with cross-functional teams to enhance operational efficiency and customer experience.
Responsibilities:
- Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels.
- Develop and execute strategies that improve collections, customer outcomes, operational efficiency, and overall 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, using data and insights to identify opportunities and drive continuous improvement.
- Partner closely with Product, Engineering, Analytics, Compliance, and Operations teams to develop and scale innovative collections solutions.
- Oversee the rollout, optimization, and governance of AI-powered servicing capabilities, digital communications, and self-service experiences.
- Influence product roadmaps and operational strategies by bringing frontline insights and customer needs into cross-functional decision-making.
- Drive initiatives that improve engagement across all collections channels, including voice, SMS, email, digital, and emerging technologies.
- Establish scalable processes, operating models, and performance frameworks that support future growth.
- Foster a culture of accountability, innovation, and continuous improvement across internal teams and external partners.
Requirements:
- 5+ years of experience leading collections programs.
- Experience managing complex operational programs across multiple channels, including voice, digital, and self-service experiences.
- Strong understanding of collections, recoveries, customer engagement, or financial services operations.
- Experience working with BPO partners, vendors, and external service providers.
- Demonstrated ability to leverage data to drive business decisions and operational improvements.
- Experience partnering with Product, Engineering, Analytics, Compliance, and Operations teams.
- Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions.
- Proven ability to lead large-scale operational initiatives and drive measurable business outcomes.
- Excellent communication, stakeholder management, and influencing skills.
- Ability to thrive in a fast-paced environment while balancing strategic initiatives and day-to-day operational execution.
Benefits:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
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