Description
At Affirm, we exist for the moments that matter,giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
About Ops Enablement
The Operations Enablement team builds the capabilities required to deliver fast, accurate, and high-quality servicing experiences for Affirm’s customers and merchants,while identifying opportunities to eliminate the need for them to contact us in the first place.
One Role, Multiple Teams
We are hiring multiple Manager roles across Affirm's Ops Enablement organization through this single job posting. Rather than interviewing for one specific team, candidates will go through a shared interview process designed to assess the core skills we look for across Ops Enablement.
About the Role
As an Operations Enablement leader you will help to deliver scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable our servicing operations to grow efficiently while maintaining exceptional customer and merchant outcomes.
What You’ll Do
- Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
- Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
- Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes.
- Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.
- Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions; and drive resolution in partnership with stakeholders.
- Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.
- Own Change End-to-End: Manage the full lifecycle of process and product changes,from design and implementation through change management, adoption, and measurement,ensuring meaningful impact for customers and the business.
- 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.
- Collaborate on Experience Improvements: Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
- Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.
What We Look For
- 7+ years of experience in program management or product operations, preferably within large-scale or global operations.
- 3+ years of experience at a fintech or financial institution, including 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.
- Certification in Six Sigma, Project Management or Design Thinking.
- Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
- 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.
- Willingness to travel as needed to support team collaboration, operational priorities, and vendor or partner engagements.
Base Pay Grade - L Equity Grade - 5 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Benefits
- Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.