About this role
Champion the Agent Experience at Affirm as the Lead Product Manager for Agent Tools, focused on enhancing support efficiency. Drive projects that empower agents with innovative AI solutions.
In this pivotal player-coach position, you will lead 2-3 Product Managers and influence product strategy for agent-facing tools. Your role centers around operational excellence and empathetic design, ensuring agents have the best available resources. Collaborate closely with cross-functional teams to implement key insights from frontline operations.
Key Responsibilities:
• Establish and communicate a vision for agent experience
• Manage and mentor a team of Product Managers
• Identify and drive AI-enhanced efficiencies in servicing
• Focus on creating scalable solutions for complex needs
• Use metrics to gauge success and improve systems
Requirements:
• Strong background in product management and leadership
• Expertise in navigating complex operational scenarios
• Clear communicator, able to align diverse stakeholders
• Previous experience with customer support platforms
• Bachelor’s degree or relevant practical experience
Utilize your leadership and product skills to elevate the agent experience at Affirm.
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