Manager, Resolutions

Affirm

Manager, Resolutions managing Affirm's first-party collections program across diverse engagement channels. Collaborating with various teams to enhance customer experience and operational efficiency.

Posted 6/29/2026full-timeRemote • California, Connecticut, New Jersey, New York, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $128,000 - $205,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Collections ManagementOperational Program ManagementData AnalysisAI-Powered SolutionsDigital Customer EngagementPerformance MonitoringProcess OptimizationCompliance ManagementCustomer Experience StrategyBPO Partner Management

Soft Skills

Excellent CommunicationStakeholder ManagementInfluencing SkillsAccountability CultureInnovation Mindset