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About Affirm

Affirm is reshaping the credit industry by offering transparent and flexible "buy now, pay later" solutions without hidden fees or compound interest, focusing on creating honest financial experiences for consumers.

Role Overview

As a Dialer Manager at Affirm, you will take full ownership of the Five9 collections dialer platform utilized in both internal and third-party collections operations. Your mission will revolve around crafting and maintaining dialing strategies that optimize right-party contacts, enhance agent productivity, and boost recovery outcomes while ensuring compliance with all relevant regulations.

Key Responsibilities

Handle the day-to-day administration and optimization of the Five9 dialer environment across multiple portfolios and geographies.
Design and implement outbound dialing campaigns, including routing, pacing, suppression, and segmentation to maximize efficiency and recovery.
Continuously monitor dialer and agent metrics to identify opportunities for enhancing contact rates, productivity, and operational effectiveness.
Collaborate cross-functionally with teams including Operations, Workforce Management, Product, Engineering, Compliance, and Vendor partners to drive scalable solutions and improvements.
Ensure strict adherence to regulations such as TCPA, FDCPA, and other federal, state, and local requirements, as well as internal policies.
Provide troubleshooting and support for dialer-related issues affecting vendors and internal teams.
Develop and maintain performance dashboards, reporting frameworks, SOPs, and governance documentation related to dialer use and compliance.
Lead continuous improvement initiatives by leveraging automation, testing, and process enhancements.

Qualifications and Experience

Minimum of three years’ experience managing or administering the Five9 collections dialer system.
Solid knowledge of collections operations and outbound dialing methodologies including predictive, progressive, preview, and blended dialing techniques.
Experience integrating AI-driven and human agents within dialing efforts is highly desirable.
Familiarity with regulatory frameworks such as TCPA and FDCPA governing collections dialing.
Proven ability to analyze dialer metrics and operational data to drive improvements.
Comfort operating in high-volume collections or contact center environments.
Strong multitasking abilities and capability to resolve operational challenges promptly.
Effective communication and strong collaboration skills across multiple internal and external stakeholders.
Bachelor's degree preferred or equivalent professional experience.

Compensation and Benefits

Annual base salary in Canada ranges between $77,000 and $127,000 depending on experience, location, and skillset. Affirm offers full medical coverage (including dental and vision) for employees and dependents, plus monthly stipends for health, wellness, tech, and lifestyle expenses. Additional benefits include:

Generous paid vacation and holiday time for rest and rejuvenation.
Employee Stock Purchase Plan allowing discounted stock purchases.
Inclusive and accessible hiring processes with accommodations available.

Work Environment

This is a remote-first role, allowing work from almost anywhere within the country of employment. Occasional presence at assigned offices may be required depending on team proximity, though most activities support remote operation.

Additional Information

Affirm follows fair hiring practices and considers applicants with prior arrest or conviction records in select locations. Applicants consent to Affirm’s candidate privacy policies upon application submission.

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