Senior Product Manager, Merchant Engagement


Full Time Senior level / Expert
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Posted 2 weeks ago

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.

That goal infuses every part of what we do, from the moment a user sees Affirm for the first time all the way through to their final payment. As the Product Manager for the Merchant engagement teams team, you’ll build the tools, systems, and workflows that make the Affirm merchant experience better than anything else out there. Even more, you’ll create the product roadmap that allows Affirm to operate at internet scale: serving millions of users at just a fraction of the cost of our closest competitors. 

You’ll be a passionate voice for the user within the merchant product space, and you’ll bring that perspective to the entire product organization (and beyond). You’ll live and breathe metrics, A/B tests, and workflow optimization, but you’ll also have the intuition and courage to know how to move ahead when numbers don’t tell the whole story. Most importantly, you’ll bring deep customer empathy, balanced with a laser focus on delivering the right functionality to serve those needs.

What you'll do

  • Understand Affirm users at a deep level -- what’s important to them, what drives their decision-making, why they love Affirm, and what they wish would be better
  • Create the experiences that make it seamless for consumers to find their own answers and make the changes they need, without ever having to reach out to support
  • Design, implement, and constantly improve the platform that allows Affirm to answer all inbound questions and requests from users
  • Be a thought leader in the company to influence the servicing and support experience for all new products we launch 
  • Be an expert on trends in everything from consumer credit and payments to shopping and e-commerce, and use that knowledge to shape the Customer Care team roadmap
  • Dig into all aspects of Affirm’s customer care process -- including our entire customer engagement platform -- to create the strategy for how to scale our servicing process and tools for the next $50 billion in loan originations
  • Build seamless user workflows for high-touch or complex agent processes 
  • Define new products and features with specs, wireframes, and product flows
  • Collaborate across functions – including engineering, design, operations, legal, compliance, and product – to successfully launch and scale Affirm’s products
  • Define key metrics for success and analyze the user impact of product features with airtight A/B tests and 2nd order insights

What we look for

  • Passion and drive to change consumer finance for the better
  • Strong written and verbal communication skills with a talent for precise articulations of customer problems
  • Experience managing technical software products from kick-off to post-launch
  • A get-things-done attitude to make your product and team successful whether that means writing a QA plan or investigating the root cause of a customer support ticket
  • The ability to turn incomplete, conflicting, or ambiguous inputs into solid action plans
  • An obsession for getting the details right, but also knowing how to ship on time
  • A drive to question assumptions and validate hypotheses
  • Familiarity with SQL and Excel for product analysis
Location   We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.   If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.   At Affirm, People Come First is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2019 D&I report.   We also believe “It’s On Us” to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.   We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking Submit Application, I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
Job tags: Engineering SQL Wireframes
Job region(s): Remote/Anywhere
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