Manager, Resolutions

What you’ll do

• 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.
• Persistently partner 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.

What we look for

• 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.