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, and vendor partnerships. Working closely with Product, Engineering, Analytics, Compliance, and Operations teams, you will identify opportunities to improve customer engagement, optimize collections performance, and 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.
What we look for- 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.
Pay Grade - K
Equity Grade - 5
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
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
# LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We're extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- 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
