Manager, Resolutions (Fintech)

TL;DR

Manager, Resolutions (Fintech): Owning the performance and evolution of a first-party collections program across human, digital, and AI channels with an accent on customer outcomes, operational efficiency, and recovery performance. Focus on leading BPO relationships, optimizing AI-enabled servicing, and collaborating with cross-functional teams to scale innovative collections solutions.

Location: Remote (Must be based in Canada)

Salary: $117,000 - $167,000 CAD

Company

Affirm is a fintech company reinventing credit with a "buy now, pay later" model designed to be honest and friendly without hidden fees.

What you will do

• Lead the performance and evolution of the first-party collections program across agent, digital, and AI-powered engagement channels.
• Develop and execute strategies to improve collection recovery, customer outcomes, and overall operational efficiency.
• Manage relationships with collections BPOs, AI providers, and technology partners to ensure compliance and accountability.
• Monitor portfolio performance and customer behavior trends using data to drive continuous improvement.
• Partner with Product, Engineering, Analytics, and Compliance teams to develop and scale innovative servicing solutions.
• Oversee the rollout and governance of AI-powered servicing capabilities and self-service digital experiences.

Requirements

• 5+ years of experience leading collections programs.
• Experience managing complex operational programs across voice, digital, and self-service channels.
• Strong understanding of recoveries, customer engagement, or financial services operations.
• Proven track record of working with BPO partners and external service providers.
• Demonstrated ability to leverage data for business decisions and operational improvements.
• Experience with automation, AI, or digital customer engagement solutions.

Culture & Benefits

• Remote-first environment with the flexibility to work almost anywhere within the country of employment.
• 100% subsidized medical, dental, and vision coverage for employees and their dependents.
• Generous flexible spending wallets for technology, food, lifestyle, and family-forming expenses.
• Competitive vacation and holiday schedules to ensure employees can rest and recharge.
• Employee Stock Purchase Plan (ESPP) enabling the purchase of company shares at a discount.