Operations Enablement Lead

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. We partner across Operations, Product, Engineering, Vendor Management, Legal, and Compliance to ensure every agent is trained, equipped, and able to deliver measurable results from day one. Operating across the full servicing lifecycle, we translate new products, policies, and business requirements into scalable operational capabilities. Our work includes designing training and operational readiness strategies, standing up new servicing experiences, defining and measuring interaction quality, and ensuring agents can quickly access the information they need to resolve issues correctly. We use performance insights, customer contact drivers, quality trends, and agent feedback to identify capability gaps and their root causes. We then build the learning programs, quality frameworks, knowledge systems, processes, and tools needed to close those gaps—while helping our Product and Engineering partners address friction upstream rather than requiring agents to absorb it downstream. By owning the full journey—from operationalizing new products and policies to improving existing workflows—Operations Enablement turns complex change into consistent, compliant, and high-quality servicing at scale. 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. If selected, we will work with you to determine the best team match based on your interests, experience, strengths, and current business needs. You will have the opportunity to learn more about our teams and share your preferences as you move through the process. Potential team placements include: • Fraud Enablement: Owning and improving specific fraud servicing experiences across multiple product offerings • Dispute Enablement: Owning and improving specific dispute servicing experiences across multiple product offerings About the Role As an Operations Enablement leader you will help 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. 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. You will define and execute servicing strategies by developing clear program roadmaps and execution plans and be responsible for planning, coordination, documentation, change management and measurement across assigned initiatives to ensure operational readiness and measurable 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. Serving as a connector between servicing strategy and day-to-day execution, you will translate strategy into scalable operational capabilities. We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale. 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. • 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. What We Look For • 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 Grade - J Equity Grade - 4 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. 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). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company). CAN base pay range per year: $101,000 - $151,000 CAD # LI-Remote Remote-first with flexibility built in Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience. Benefits designed for you Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights: • 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. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help. For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law. 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