Affirm
Manager, Resolutions
Remote Canada
Sponsorship not specified$117k-$167kDetected 1 day ago
RESTStakeholder ManagementVendor ManagementLeadershipCommunication
About the role
- 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.
- This role is responsible for driving customer outcomes, operational efficiency, and recovery performance through a combination of vendor management, digital strategy, AI-enabled servicing, and operational excellence.
- You will oversee the end-to-end collections engagement strategy, including contact center operations, digital communications, AI-powered servicing solutions, and vendor partnerships.
Responsibilities
- 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.
- 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.
- Experience working with BPO partners, vendors, and external service providers.
- Demonstrated ability to leverage data to drive business decisions and operational improvements.
Requirements
- 5+ years of experience leading collections programs.
- Strong understanding of collections, recoveries, customer engagement, or financial services operations.
- Strong understanding of emerging technologies, automation, AI, or digital customer engagement solutions.
Compensation
- Employees new to Affirm typically come in at the start of the pay range.
- CAN base pay range per year: $117,000 - $167,000 CAD
Benefits
- Equity Grade - 4
- In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
- Health care coverage
- Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- An employee stock purchase plan enabling you to buy shares of Affirm at a discount
This listing is sourced directly from Affirm's careers page and normalized into a canonical job model.