Manager, Resolutions (Fintech)

TL;DR

Manager, Resolutions (Fintech): Leading the performance and evolution of first-party collections programs across human, digital, and AI-powered channels with an accent on operational efficiency and recovery performance. Focus on driving customer outcomes through vendor management, strategic AI integration, and cross-functional collaboration with Product, Engineering, and Analytics teams.

Location: Remote (USA only)

Salary: $128,000 – $205,000 per year (based on location)

Company

Affirm is a financial technology company reinventing credit to provide consumers with flexible, transparent payment solutions without hidden fees.

What you will do

• Own the end-to-end performance and strategy of the first-party collections program across all engagement channels.
• Lead relationships with BPO partners, AI providers, and technology vendors to ensure compliance and accountability.
• Monitor portfolio performance and customer behavior trends to drive continuous operational improvement.
• Partner with Product, Engineering, and Analytics teams to scale innovative collections and self-service solutions.
• Oversee the governance and optimization of AI-powered servicing and digital communication strategies.
• Establish scalable operating models and performance frameworks to support long-term business growth.

Requirements

• Must be based in the United States
• 5+ years of experience leading collections programs in financial services or similar operations.
• Proven track record managing complex operational programs across voice, digital, and self-service channels.
• Experience managing BPO partners and external service providers.
• Demonstrated ability to leverage data to drive business decisions and operational improvements.
• Strong understanding of emerging technologies, automation, and AI-driven customer engagement.

Culture & Benefits

• 100% subsidized medical, dental, and vision coverage for employees and dependents.
• Generous stipends for technology, food, and lifestyle needs.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan (ESPP) with discounted share options.
• Remote-first culture with a focus on transparency and employee well-being.