Operations Enablement Lead

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. The company uses advanced technology and analytics to serve a broader population than other lenders.

Affirm is seeking an Operations Enablement leader to drive scalable, compliant, and high-quality servicing experiences across the Operations organization. In this role, you will define and execute strategies that enable servicing operations to scale efficiently while maintaining exceptional customer and merchant outcomes. You will set the vision for operational readiness, ensuring that people, processes, and enablement systems evolve in lockstep with Affirm’s servicing strategy.

As a member of the Operations Enablement team, you will own a portfolio of cross-functional initiatives aligned to strategic priorities, driving delivery across timelines, dependencies, and measurable business outcomes. You will work closely with partners across Product, Engineering, Operations, Compliance, and external vendors to align priorities and ensure readiness for key business and regulatory changes.

• Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Define and execute the servicing strategy, developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Architect and evolve the knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
• Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
• Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders, driving alignment between company goals and day-to-day execution.
• Lead and coach augmented staff, contractors, and cross-functional contributors to deliver world-class content and learning experiences.
• Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.
• Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

• 5+ years of experience in program management or product operations, preferably within large-scale or global operations.
• Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred).
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
• Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
• Exceptional influence and communication skills, with the ability to engage executives, coach teams, and align diverse stakeholders.
• Analytical and data-driven mindset, with a focus on measurable outcomes and continuous improvement.
• Comfort operating in ambiguous, high-growth environments with a builder’s mindset.
• Global perspective with experience supporting vendor/partner operations and distributed teams.
• Willingness to travel up to 20–30% to support global sites and vendor partners.

Base pay range per year: $101,000 - $151,000 CAD. Employees new to Affirm typically come in at the start of the pay range. Total compensation may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). Employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

Affirm offers competitive benefits including 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), and an Employee Stock Purchase Plan (ESPP) enabling you to buy shares of Affirm at a discount.

Click 'Submit Application' on the job posting page to apply. By clicking 'Submit Application,' you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the processing of your personal information.