[Hiring] Manager, Resolutions @Affirm

Role Description

As a Manager, Resolutions, you will own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels. This role is responsible for driving customer outcomes, operational efficiency, and recovery performance through a combination of vendor management, digital strategy, AI-enabled servicing, and operational excellence.

You will oversee the end-to-end collections engagement strategy, including:

• Contact center operations
• Digital communications
• AI-powered servicing solutions
• Vendor partnerships

Working closely with Product, Engineering, Analytics, Compliance, and Operations teams, you will:

• Identify opportunities to improve customer engagement
• Optimize collections performance
• Scale innovative solutions that enhance both the customer and agent experience

This is a highly cross-functional role that requires strong operational leadership, strategic thinking, and a passion for leveraging technology to transform how collections is delivered.

What you’ll do:

• 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.

Qualifications

• 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.

Requirements

• Pay Grade - K
• Equity Grade - 5
• USA base pay range (CA, WA, NY, NJ, CT) per year: $145,000 - $205,000
• USA base pay range (all other U.S. states) per year: $128,000 - $188,000

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.