Senior Product Manager, Card Servicing

Affirm is reinventing credit to make it more honest and friendly, and they are seeking a Senior Product Manager to join their Consumer Servicing team. This role focuses on building and scaling the refunds and disputes platform, enhancing customer experiences and internal tooling to support operations teams.

Responsibilities:

• 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

Requirements:

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