Operations Enablement Manager

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees or compounding interest. The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence.

Affirm is seeking a people leader to drive scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants. You will set the vision for operational readiness, ensuring people, processes, and enablement systems evolve in alignment with Affirm’s servicing strategy across multiple domains and programs.

• Lead and manage a team delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Define program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
• Collaborate with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes.
• Drive stakeholder engagement and governance, delivering executive-ready communications on program status, outcomes, risks, and impact.
• Manage risk and issue resolution, proposing data-backed solutions and driving resolution with stakeholders.
• Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and raise the bar for quality, efficiency, and compliance.
• Own the full lifecycle of process and product changes, from design through change management, adoption, and measurement.
• Build technical resources for human and AI agents, and architect a knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled tools).
• Oversee end-to-end design and delivery of training programs, ensuring effectiveness through measurement and feedback loops.
• Partner with Product and Engineering to identify opportunities for workflow and experience optimization.

• 7+ years in program management or product operations, including 2+ years at a fintech or financial institution.
• 3+ years scaling operations and providing coaching and feedback to team members.
• Subject matter expertise on financial regulations (UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR).
• Deep understanding of dispute management rules, response codes, and recommended response data.
• Certification in Six Sigma, Project Management, or Design Thinking.
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution and stakeholder alignment.
• Strong strategic planning, issue/risk management, and cross-functional execution skills.
• Excellent written and verbal communication, with the ability to deliver executive-ready updates.
• Proficiency in process mapping and workflow analysis.
• Experience designing business processes that improve user experience, reduce risk, and increase efficiency.
• Experience building workflows within a regulatory environment.

Base pay grade L, Equity grade 5. CAN base pay range per year: $128,000 - $188,000. Employees new to Affirm typically come in at the start of the pay range. Base pay is part of a total compensation package that 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.

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 with generous stipends for Technology, Food, various Lifestyle needs, and family forming expenses, time off with competitive vacation and holiday schedules, and an employee stock purchase plan (ESPP).

Apply via the Greenhouse job posting at the provided URL.