Operations Enablement Lead

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. 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.

• 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.

• 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.

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: $130,000 - $180,000

USA base pay range (all other U.S. states) per year: $115,000 - $165,000

Affirm is proud to be a remote-first company. The majority of roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.

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