Senior Product Manager, Affirm
Consumer Servicing
CA$123.2-184.8k
+ Employee stock purchase
POS installment loans
Job no longer available
POS installment loans
1001+ employees
Job no longer available
CA$123.2-184.8k
+ Employee stock purchase
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- Passion and drive to change consumer finance for the better
- Strong written and verbal communication skills with the ability to articulate customer problems and drive alignment with cross-functional teams and leadership
- An analytical metrics-based approach to identifying, sizing and solving problems
- Experience managing technical software products from kick-off to post-launch
- An experimentation mindset to come up with hypotheses, test them quickly and ship the features globally
- Excellent at identifying and prioritizing high impact initiatives
- A scrappy, get-things-done attitude to make your product and team successful whether that means writing a QA plan or investigating the root cause of a customer support ticket
- Prior experience working with ML models is preferred
- The ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
- Excellent at establishing cross-functional relationships, tapping into those relationships and drive consensus to make progress
- Very good at influencing leadership and cross-functional teams
- Familiarity with SQL and Excel for product analysis
What the job involves
- Our Consumer servicing team is responsible for delivering a world-class servicing experience that delights the customer
- The servicing team is focused on making the servicing user experience as transparent, seamless and efficient as possible
- The team is also focused on providing best-in-class contact channel user experience and agent tooling for our support agents to help the consumers
- As our Staff Product Manager, you will be responsible for leading a cross-functional team to identify levers and build servicing platform capabilities and collaborate with cross-functional teams to utilize any and all levers available at your disposal to improve the consumer servicing experience
- You will also be responsible for making servicing a scalable platform for future product and geographic expansion
- The team is in a unique position to execute on levers focused on reducing cost and increasing brand love
- In this role, you will be responsible for developing a product vision and strategy, building a team, and delivering delightful experiences to our consumers globally
- Understand Affirm users at a deep level -- what’s important to them, what are their constraints and challenges, their expectations with respect to servicing, why they love Affirm, and what they wish we could do better
- Build self-service user experiences that significantly improve the servicing experience
- Improve the contact channel journeys in partnership with cross-functional teams
- Drive our chat strategy to proactively improve their servicing experience and ensuring agent experiences are accounted for
- Be an expert on industry trends of consumer servicing and utilize the knowledge to shape the roadmap
- Understand the levers to optimize the servicing experience and utilize the available levers to delight the customers and increase their engagement
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Boating over 15 million customers and 245,000+ merchants, the company offers flexible payback options, ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company benefits
- Spending wallets
- Supportive communities
- Remote-first workforce
- Generous time off
- Health benefits
- Mental healthcare
- Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- We offer 24 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & development
Company values
- People Come First
- No Fine Print
- It's On Us
- Simpler is Better
- Push the Envelope
Company HQ
Chinatown, San Francisco, CA
Articles
Leadership
Max Levchin
(CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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