Lead a team of Customer Advocacy Associates to resolve complex escalations, own QA and vendor performance, manage SLAs/KPIs, drive cross-functional initiatives, analyze complaint trends, and implement scalable process and product improvements to enhance customer outcomes and reduce complaint rates.

Lead and evolve Affirm's first-party collections program across agent, digital, and AI channels. Own vendor and BPO relationships, monitor portfolio performance, partner cross-functionally to scale AI-enabled servicing and digital self-service, and drive operational efficiency, compliance, and improved recovery and customer outcomes.