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Affirm is seeking an Operations Enablement Leader to drive scalable, compliant, and high-quality servicing experiences across the Operations organization. This role sits at the intersection of strategy and execution, owning a portfolio of cross-functional initiatives aligned to strategic priorities.
You will define and execute the servicing strategy by developing clear program roadmaps and execution plans, ensuring operational readiness as Affirm scales. Key responsibilities include leading complex cross-functional programs, setting strategic direction for servicing operations, and driving enterprise-wide improvements using Lean Six Sigma and data-driven methodologies.
The role involves building technical resources and knowledge management systems—architecting SOPs, job aids, learning platforms, and AI-enabled knowledge tools to support both human and AI agents. You will own end-to-end training strategy, from onboarding through new product rollouts, measuring effectiveness and iterating based on feedback.
You'll serve as a connector between Product, Engineering, Operations, Compliance, and external vendors, translating technical concepts into clear operational resources. This includes anticipating operational needs tied to product launches, regulatory changes, and global expansion, while driving adoption through structured change management.
The role requires leading and coaching augmented staff, contractors, and cross-functional contributors to deliver world-class content and learning experiences. You'll use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, and training impact, influencing senior leadership decisions.
Required: 5+ years in program management or product operations, preferably in large-scale or global operations. Proven track record of setting strategy and delivering measurable impact on efficiency, compliance, and customer experience.
