The opportunity
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
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.
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.
What they're looking for
- 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.
