Manager, Resolutions

Responsibilities

• 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
• Monitor portfolio performance and customer behavior trends to drive continuous improvement
• Partner with Product, Engineering, Analytics, Compliance, and Operations teams to scale innovative collections solutions
• Oversee the rollout, optimization, and governance of AI-powered servicing capabilities and digital communications
• Drive initiatives that improve engagement across voice, SMS, email, and digital channels
• Establish scalable processes, operating models, and performance frameworks

Requirements

• 5+ years of experience leading collections programs
• Experience managing complex operational programs across multiple channels (voice, digital, self-service)
• Strong understanding of collections, recoveries, or financial services operations
• Experience working with BPO partners and external vendors
• Ability to leverage data to drive business decisions
• Experience partnering with cross-functional Product, Engineering, and Compliance teams
• Understanding of emerging technologies, automation, or AI solutions
• Proven ability to lead large-scale operational initiatives

Benefits

• 100% subsidized medical, dental, and vision coverage for employees and dependents
• Flexible Spending Wallets for technology, food, lifestyle, and family forming expenses
• Competitive vacation and holiday schedules
• Employee Stock Purchase Plan (ESPP)

About the Company

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.