Senior Product Manager, Agent Enablement

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. The Consumer Servicing team owns the ways customers get help at Affirm — including chat, phone, self-service flows, and the internal tools our agents rely on to deliver fast, empathetic, and effective support. We sit at the intersection of customer experience, operational excellence, and AI-driven transformation. We’re looking for a Senior Product Manager to join our Agent Enablement pod: the team responsible for the tools, workflows, and AI-powered capabilities that help our agents support millions of customers with speed, accuracy, and care. As a Senior PM, you'll play a pivotal role in shaping the experience of how millions of people get help — and how our internal teams deliver it. What you’ll do • Deeply understand our customers and agents—what they need, what they expect, and where they struggle—through research, data, and constant iteration. • Champion operational excellence—work closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity. • Design for scale through AI and automation—identify high-leverage areas where intelligent automation can boost agent efficiency and reduce contact volume, and lead build-vs-buy evaluations for AI tooling that enhances customer and agent experiences. • Drive an ambitious, thoughtful roadmap—identify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond. • Translate insights into strategy—define a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback. • Instrument and measure the right t…