Resolutions Manager

Affirm
Canada
Workplace: RemoteFull timeCAD 117,000 - 167,000 annuallyFunction: Business OperationsExperience: 5+ yearsSkills: ["Operational leadership","Strategic thinking","Cross-functional collaboration","Stakeholder management","Data-driven decision-making"]

Own the performance and evolution of Affirm’s first-party collections program across agent, digital, and AI-powered engagement channels. Lead end-to-end collections engagement strategy, including contact center operations, communications, AI-enabled servicing, and vendor partnerships. Use data and portfolio monitoring to drive continuous improvement while partnering with Product, Engineering, Analytics, Compliance, and Operations to scale innovative, compliant collections solutions that improve both customer and agent experience.

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FursaFursa
Affirm
Affirm
1 month ago

Resolutions Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own the performance and evolution of Affirm’s first-party collections program across agent, digital, and AI-powered engagement channels. Lead end-to-end collections engagement strategy, including contact center operations, communications, AI-enabled servicing, and vendor partnerships. Use data and portfolio monitoring to drive continuous improvement while partnering with Product, Engineering, Analytics, Compliance, and Operations to scale innovative, compliant collections solutions that improve both customer and agent experience.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Own the performance and evolution of the first-party collections program across agent, digital, and AI-powered engagement channels.
  • •Develop and execute strategies to improve collections outcomes, operational efficiency, and customer experience.
  • •Lead relationships with collections BPOs, AI providers, and technology partners, ensuring performance, compliance, and accountability.
  • •Monitor portfolio performance and customer behavior trends to identify opportunities and drive continuous improvement.
  • •Oversee rollout, optimization, and governance of AI-powered servicing capabilities and self-service experiences, partnering with Product, Engineering, Analytics, Compliance, and Operations.

Pay and Benefits

Salary: CAD 117,000 - 167,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionFlexible SpendingPaid LeaveEquity

Key Requirements

  • •5+ years of experience leading collections programs.
  • •Experience managing complex operational programs across multiple channels, including voice, digital, and self-service.
  • •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:5+ yearsFinancial servicesCollectionsCustomer engagementAI automation
Skills:Operational leadershipStrategic thinkingCross-functional collaborationStakeholder managementData-driven decision-making
Languages:English
Tech Stack:AIAutomationDigital communicationsSelf-serviceVoiceSMSEmailData and insights

Company Brief

Affirm
Provides point-of-sale lending and buy-now-pay-later (BNPL) solutions for consumers and merchants, enabling installment payments, consumer financing, and embedded financial services through APIs and partnerships with retailers and platforms.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn