Senior Product Manager, Card Servicing

We’re looking for a Senior Product Manager to join Affirm’s Consumer Servicing team, focused on building and scaling our refunds and disputes platform. This role sits at the center of some of the most critical moments in the customer journey -- when something goes wrong. You’ll own and improve how customers resolve refund and dispute issues, shaping both the customer-facing experiences (self-service flows, app surfaces, communications) and the internal tooling that empowers our customer operations teams to deliver fast, high quality support. 

As Affirm rapidly expands products like the Affirm Card, deepens partnerships (e.g., Apple Pay, Amazon, Shopify), and enters new markets, the complexity and importance of this space is increasing rapidly. This role is a unique opportunity to shape a unified, end-to-end disputes and refunds platform across all Affirm products, bringing consistency to fragmented systems while navigating regulatory and card network requirements. You’ll work closely with a senior product leader to define strategy and build AI- and ML-powered systems—such as automated dispute adjudication—that reduce losses, lower contact rates, and dramatically improve customer experience. If you’re excited about tackling real-world payments complexity and applying modern technology to one of the highest-friction areas in consumer finance, this is a chance to drive outsized impact at scale.

What You’ll Do

As the Senior PM for Customer Servicing, you'll play a pivotal role in shaping the experience of how millions of people get help—and how our internal teams deliver it. You will:

• 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 assist with 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 things—define metrics that matter, set clear success criteria, and use experimentation to drive performance improvements

• Build for the long game—design scalable systems that can support a growing business, new contact channels, and ever-increasing expectations for speed and quality.

• Collaborate across the org—partner deeply with Engineering, Design, Analytics, Ops, Legal, Compliance, Risk, and senior leaders to drive aligned, cross-functional progress.

• Own ambiguity and unlock innovation—navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.

What we look for

• 5+ years of product management experience

• Experience building in financial services or other highly regulated environments

• Deep experience in the card payments ecosystem (e.g., fintech, issuing/acquiring banks, processors, networks, or payments infrastructure)

• Bonus: experience building scaled customer support platforms, internal tooling, or AI-driven service operations

• Exceptional communication and storytelling skills, with the ability to distill complex problems, influence stakeholders, and drive alignment from operators to executives

• Strong product judgment grounded in data, with a proven ability to simplify complex systems, improve operational efficiency, and elevate customer experience simultaneously

• Ability to thrive in ambiguity—rapidly synthesizing incomplete inputs, setting clear direction, and driving execution end-to-end

• High ownership and accountability, with a bias for action and a track record of delivering measurable outcomes that matter to both the business and the customer

• Bachelor’s degree in a related field or equivalent practical experience

Pay Grade - N

Equity Grade - 6

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.)
CAN base pay range per year: $150,000 - $200,000

This posting is for an existing vacancy.
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