Resolutions Lead

Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. Affirm is committed to building scalable, customer-centric servicing and recovery operations that drive strong customer outcomes while maximizing operational efficiency. As a Dialer Manager, you will own the strategy, configuration, and day-to-day management of the collections dialer environment, ensuring optimal performance across first-party collections operations.

This role is highly cross-functional and operationally critical, requiring expertise in Five9 collections dialer management, campaign strategy, workforce optimization, and regulatory compliance. The ideal candidate will combine strong analytical and technical capabilities with operational leadership to improve contact strategies, agent productivity, and recovery performance.This role will report to the Sr. Manager, Collections & Recovery. 

What you’ll do

• Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third-party collections operations

• Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements

• Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies

• Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency

• Partner cross-functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements

• Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies

• Support vendor operations by troubleshooting dialer-related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies

• Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness

• Drive continuous improvement initiatives through automation, testing strategies, and process optimization

• Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls

What we look for

• 3+ years of experience managing or administering a Five9 collections dialer environment

• Strong understanding of collections operations, outbound dialing strategies, and contact center workflows

• Experience with predictive, progressive, preview, and blended dialing strategies

• Experience meshing Ai agent & human agents into dialing efforts

• Familiarity with TCPA, FDCPA, and other regulatory requirements impacting collections dialing operations

• Experience supporting high-volume contact center or collections environments

• Strong analytical skills with experience interpreting dialer metrics and operational performance data

• Ability to manage multiple priorities and troubleshoot operational issues in a fast-paced environment

• Experience partnering cross-functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams

• Strong written and verbal communication skills

• Bachelor’s Degree or equivalent experience preferred

Pay Grade - H
Equity Grade - 3
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
USA base pay range (CA, WA, NY, NJ, CT) per year: $100,000 - $150,000
USA base pay range (all other U.S. states) per year: $88,000 - $138,000
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