Manager, Resolutions
Core
Own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels to drive customer outcomes and operational efficiency.
Role type
Manager, Collections Operations & Strategy
Builds
Collections engagement strategies, AI-enabled servicing solutions, and vendor partnerships for consumer credit recovery
Domain
Financial Services / Consumer Credit / Collections
Deliverable
client delivery
Required skills
Collections program leadership, multi-channel operations management, vendor/BPO management, data-driven decision making, cross-functional partnership, AI/digital engagement strategy, operational governance
Preferred skills
Experience with emerging technologies and automation, scaling innovative solutions, influencing product roadmaps
Technologies
AI-powered servicing, digital communications platforms, self-service experiences
Responsibilities
Own the performance and evolution of the first-party collections program across agent, digital, and AI-powered channels; Develop and execute strategies to improve collections and customer experience; Lead relationships with collections BPOs, AI providers, and technology partners; Monitor portfolio performance and customer behavior trends to drive continuous improvement; Partner with Product, Engineering, Analytics, Compliance, and Operations to scale innovative solutions; Oversee the rollout and governance of AI-powered servicing and digital communications; Influence product roadmaps with frontline insights; Establish scalable processes and performance frameworks.
Seniority
Manager, strategic operational leadership
