Operations Enablement Manager

Affirm is a financial technology company that provides transparent, predictable payment solutions, enabling people to pay over time with no hidden fees. The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence, owning strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.

Affirm is seeking a people 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 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. As a manager within the Operations Enablement team, you will own team-level strategy and lead a high-performing team responsible for delivering a portfolio of cross-functional initiatives tied to strategic priorities. You will partner closely with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory change.

• Lead and manage a team responsible for delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
• Collaborate closely with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes.
• Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.
• Proactively identify risks, issues, and dependencies; propose data-backed solutions; and drive resolution in partnership with stakeholders.
• Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.
• Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement.
• 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.
• Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
• Take on additional program and project management responsibilities as needed.

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations, including 2+ years at a fintech or financial institution.
• 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others.
• 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, stakeholder alignment, and measurable outcomes.
• Strong skills in strategic planning, issue/risk management, and cross-functional execution.
• Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis.
• Proven experience designing business processes that drive a positive end user experience, reduce business risk, and increase overall workflow efficiency.
• Experience building workflows within a regulatory environment.

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: $165,000 - $225,000

USA base pay range (all other U.S. states) per year: $146,000 - $206,000

Benefits highlights: Health coverage at no cost (100% of premiums for employees and dependents), monthly spending stipends for tech setup and health/wellness, 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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