Operations Enablement Lead

Affirm is a fintech company that provides a clear, predictable way to pay over time, with no hidden fees or surprises. We help people pay over time for almost anything, using advanced technology and analytics that look beyond FICO to serve a broader population.

As an Operations Enablement leader, you will help deliver scalable, compliant, and high-quality servicing experiences across our Operations organization. You will define and execute strategies that enable our servicing operations to grow 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.

This role works closely with partners across Product, Engineering, Operations, Compliance, and external vendors to align priorities and ensure readiness for key business and regulatory changes. Serving as a connector between servicing strategy and day-to-day execution, you will translate strategy into scalable operational capabilities.

• Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Set Strategic Direction: Define and execute the servicing strategy developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Lead Transformation Initiatives: Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Elevate Knowledge Management: Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
• Own Learning & Training Strategy: Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• Champion Global Readiness: Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
• Drive Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
• Influence & Partner at Scale: Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders - driving alignment between company goals and day-to-day execution.
• Build a High-Performing Ecosystem: Lead and coach augmented staff, contractors, and cross-functional contributors to deliver world-class content and learning experiences.
• Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.
• Expand Program Scope: 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 provide occasional support outside regular working hours, including evenings, weekends, and holidays, to address time-sensitive operational needs.
• Willingness to travel as needed to support team collaboration, operational priorities, and vendor or partner engagements.

Base pay range per year: $101,000 - $151,000 CAD. 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).

Benefits include health coverage at no cost (100% of premiums for employees and dependents), spending stipends, flexible time off and generous holiday calendars, and an employee stock purchase plan (ESPP) that lets you buy Affirm stock at a discount.

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