Manager, Resolutions
$117,000–$167,000 year
RemoteCanada
Job Summary
Own the performance and evolution of Affirm's first-party collections program across agent, digital, and AI-powered engagement channels. Develop strategies to improve collections, customer outcomes, and operational efficiency while leading relationships with BPOs, AI providers, and technology partners. Monitor portfolio performance and customer behavior trends to drive continuous improvement, then partner with Product, Engineering, Analytics, Compliance, and Operations teams to scale innovative solutions. Oversee the rollout and governance of AI-powered servicing capabilities, digital communications, and self-service experiences to influence product roadmaps. Establish scalable processes and performance frameworks that support future growth while fostering a culture of accountability and innovation across internal teams and external partners.
Required Qualifications
- 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
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