Group Product Management Manager (Consumer Servicing)

Role Overview

Join Affirm as a Group Product Management Manager (Consumer Servicing) on the Consumer Servicing team. You will lead the Agent Experience “pod,” building tools, workflows, and AI-powered capabilities that help agents support millions of customers.

This is a player-coach role: you will manage and develop 2–3 PMs while also personally driving high-impact, high-leverage initiatives.

Key Missions / Responsibilities

• Own product strategy for the Agent Experience pod, focused on:
  • Agent tools and workflows
  • AI-powered capabilities to improve agent support
• Lead and develop PMs (2–3) through coaching and guidance to strengthen:
  • Product judgment
  • Execution
  • Leadership
• Drive AI-first transformation in servicing by identifying opportunities for:
  • Automation
  • AI to improve agent efficiency and customer experience
• Partner across the org, especially with Operations and Servicing leaders, to:
  • Create clarity across a complex portfolio
  • Influence decisions organization-wide
• Build scalable systems for long-term impact
• Instrument and manage business impact (measure outcomes and improve based on signals)

Requirements

• Ability to design for both scale and empathy—build internal tools that help teams move faster while keeping the customer experience central
• Strong communication skills: synthesize complex problems, align stakeholders, and tell a compelling product story from agent/frontline experience to executives
• Experienced product leader and people manager who has managed and coached PMs
• Comfortable with operational complexity and cross-functional, messy environments where process, systems, people, and incentives intersect
• AI-forward and pragmatic approach: know where AI helps vs. where human judgment matters; build responsibly at scale
• Bachelor’s degree in a related field or equivalent practical experience
• Strong product judgment in ambiguous spaces—separate signal from noise and make smart tradeoffs
• Thrive as a player-coach: zoom out for strategy, zoom in to debug workflows, pressure-test roadmaps, and shape critical bets

Nice to Have

• Experience building in or alongside customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation products

About the Role Style

• Operate with ownership: move quickly, create structure, maintain a high quality bar, and drive outcomes that matter to customers, agents, and the business.