Staff Product Manager at Harvey managing product lifecycle for the Agent platform. Overseeing how lawyers interact with AI agents for legal work.
About the role
- Senior Product Manager focusing on building and scaling Affirm’s refunds and disputes platform. Leading strategical initiatives for improving customer experience in financial services.
Responsibilities
- Deeply understand our customers and agents—what they need, what they expect, and where they struggle—through research, data, and constant iteration.
- Champion operational excellence—work closely with our Servicing and Operations teams to streamline workflows, reduce complexity, and unlock new levels of productivity.
- Design for scale through AI and automation—identify high-leverage areas where intelligent automation can boost agent efficiency and reduce contact volume, and assist with build-vs-buy evaluations for AI tooling that enhances customer and agent experiences.
- Drive an ambitious, thoughtful roadmap—identify impactful opportunities, prioritize ruthlessly, and guide execution from concept to launch and beyond.
- Translate insights into strategy—define a clear product vision informed by market trends, competitive analysis, behavioral data, and frontline feedback.
- Instrument and measure the right things—define metrics that matter, set clear success criteria, and use experimentation to drive performance improvements.
- Build for the long game—design scalable systems that can support a growing business, new contact channels, and ever-increasing expectations for speed and quality.
- Collaborate across the org—partner deeply with Engineering, Design, Analytics, Ops, Legal, Compliance, Risk, and senior leaders to drive aligned, cross-functional progress.
- Own ambiguity and unlock innovation—navigate tradeoffs, bring clarity to chaos, and lead with conviction in a fast-paced, constantly evolving environment.
Requirements
- 5+ years of product management experience
- Experience building in financial services or other highly regulated environments
- Deep experience in the card payments ecosystem (e.g., fintech, issuing/acquiring banks, processors, networks, or payments infrastructure)
- Bonus: experience building scaled customer support platforms, internal tooling, or AI-driven service operations
- Exceptional communication and storytelling skills, with the ability to distill complex problems, influence stakeholders, and drive alignment from operators to executives
- Strong product judgment grounded in data, with a proven ability to simplify complex systems, improve operational efficiency, and elevate customer experience simultaneously
- Ability to thrive in ambiguity—rapidly synthesizing incomplete inputs, setting clear direction, and driving execution end-to-end
- High ownership and accountability, with a bias for action and a track record of delivering measurable outcomes that matter to both the business and the customer
- Bachelor’s degree in a related field or equivalent practical experience.
Benefits
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
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