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Affirm

We create honest financial products that improve lives.

Manager, Resolutions

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 2012H1B SponsorCompany SiteLinkedIn

Location

Canada

Posted

3 days ago

Salary

$117K - $167K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Manager, Resolutions

Affirm

• 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.

Job 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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