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Affirm is seeking an Operations Enablement Manager to lead a high-performing team driving scalable, compliant, and high-quality servicing experiences across the Operations organization. This is a people leadership role at the intersection of strategy and execution, where you'll define and execute strategies that enable servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants.
You will own team-level strategy and lead a team responsible for delivering a portfolio of cross-functional initiatives tied to strategic priorities. Key responsibilities include: leading and managing a team delivering complex, cross-functional programs aligned with servicing strategy and OKRs; developing clear program roadmaps and execution plans with KPI tracking; collaborating with senior leaders across Product, Engineering, Operations, and Compliance to align priorities and deliver measurable business outcomes; establishing strong stakeholder engagement and governance practices with executive-ready communications; proactively identifying risks, issues, and dependencies with data-backed solutions; applying Lean Six Sigma methodologies to identify root causes and implement scalable improvements; managing the full lifecycle of process and product changes from design through adoption and measurement; 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 with effectiveness measurement; and partnering with Product and Engineering to identify workflow and experience optimization opportunities.
This role requires someone who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale. You'll be a hands-on, data-driven leader who translates strategy into action and drives adoption through strong people leadership and disciplined delivery.
