[Remote] Group Product Management Manager, Consumer Servicing

Note: The job is a remote job and is open to candidates in USA. Affirm is reinventing credit to make it more honest and friendly, and they are seeking a Group Product Manager to lead their Agent Experience pod. This role involves setting the vision for agent tooling, managing a team of PMs, and driving AI-first transformation in servicing to enhance customer support.ResponsibilitiesSet 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 roadmapLead 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 leadersOperate 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 independentlyDrive 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 AIPartner 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 strategyCreate 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 businessBuild 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 automationInstrument 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 performanceInfluence across the organization — partner with Engineering, Design, Analytics, Operations, Legal, Compliance, and senior leadership to align priorities, unblock execution, and drive outcomes across teamsSkillsAre 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 outcomesThrive 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 betBuild 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 centerAre energized by operational complexity — you enjoy messy, cross-functional domains where product, process, people, systems, and incentives all intersectHave strong product judgment in ambiguous spaces — you can separate signal from noise, identify the highest-leverage opportunities, and help teams make smart tradeoffs even when the answer is not obviousAre AI-forward and pragmatic — you are excited by how AI can transform service operations, but you also know how to evaluate where automation truly helps, where human judgment matters, and how to build responsibly at scaleCommunicate with clarity and conviction — you can synthesize complex problems, align stakeholders, and tell a compelling product story from the frontline agent experience to the executive levelOperate with ownership — you move quickly, create structure, hold a high quality bar, and push for outcomes that matter to customers, agents, and the businessHave a Bachelor's degree in a related field or equivalent practical experienceBonus points if you've worked on customer support platforms, internal tools, agent tooling, workflow systems, service operations, or AI/automation productsBenefitsEquity rewardsMonthly stipends for health, wellness and tech spendingBenefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependentsFlexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expensesTime off - competitive vacation and holiday schedules allowing you to take time off to rest and rechargeESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discountCompany OverviewAffirm is a financial technology services company that offers installment loans to consumers at the point of sale. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.affirm.com.Company H1B SponsorshipAffirm has a track record of offering H1B sponsorships, with 11 in 2026, 104 in 2025, 96 in 2024, 133 in 2023, 179 in 2022, 132 in 2021, 57 in 2020. Please note that this does not guarantee sponsorship for this specific role.