Manager, Resolutions
Core
Own the performance and evolution of Affirm's first-party collections program across human, digital, and AI-powered customer engagement channels.
Role type
Manager, Resolutions (Collections Operations)
Builds
Collections engagement strategy, AI-powered servicing solutions, and vendor partnerships for consumer credit recovery.
Domain
Financial Services / Consumer Credit / Collections
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Operational leadership, strategic thinking, vendor management, data-driven decision making, cross-functional partnership, AI-enabled servicing, process optimization, performance framework design.
Preferred skills
Experience with BPO partners, emerging technologies, automation, digital customer engagement solutions.
Technologies
AI-powered servicing solutions, digital communications platforms, self-service experiences.
Responsibilities
Develop and execute strategies to improve collections and customer outcomes; Lead relationships with collections BPOs and technology partners; Monitor portfolio performance and customer behavior trends; Partner with Product, Engineering, Analytics, Compliance, and Operations teams; Oversee rollout and governance of AI-powered servicing capabilities; Drive initiatives to improve engagement across voice, SMS, email, and digital channels.
Seniority
Manager, strategic & operational execution
