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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 defines and executes strategies that enable servicing operations to scale 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.
Key responsibilities include: leading complex cross-functional programs and initiatives aligned with servicing strategy and OKRs; defining and executing servicing strategy with clear roadmaps and execution plans; driving enterprise-wide improvements using Lean Six Sigma and data-driven methodologies; collaborating with product and engineering teams to translate technical concepts into clear manuals and resources for human and AI agents; architecting and evolving the knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled tools); overseeing end-to-end design and delivery of training programs; anticipating and designing for operational needs tied to product launches and regulatory changes; using metrics and dashboards to assess workflows and training impact; serving as a trusted advisor to executives and cross-functional partners; leading and coaching augmented staff and contractors; ensuring global teams successfully adopt new processes through structured change management; and taking on additional program and project management responsibilities as needed.
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. You will serve as a connector between servicing strategy and day-to-day execution, translating strategy into scalable operational capabilities. The ideal candidate is a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.
