Global Operations Enablement Lead

Affirm; Boston (MA); On-site; USD 115,000 - 165,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

Employee stock purchase plan

Job summary

Affirm is seeking an Operations Enablement leader to drive scalable, compliant servicing experiences across our Operations organization. You will define and execute strategies that enable servicing operations to scale efficiently while maintaining exceptional customer outcomes.

You’ll own a portfolio of cross-functional initiatives, build program roadmaps, and collaborate with Product, Engineering, Compliance, and vendors to ensure readiness for regulatory changes and product launches.

Qualifications

• 5+ years of program management or product operations experience.
• Proven ability to set strategy and drive measurable impact across efficiency 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.

Responsibilities

• Own Program Performance across cross-functional initiatives.
• Set strategic direction with clear roadmaps and KPIs.
• Lead enterprise-wide transformation to improve efficiency, compliance and customer satisfaction.
• Build technical resources and manuals for human and AI agents.
• Elevate knowledge management with SOPs and learning tools.
• Oversee end-to-end training design and delivery with measurement.
• Champion global readiness for product launches and regulatory changes.
• Drive insights with metrics and dashboards to inform leadership.

Skills

Program management

Lean Six Sigma

Change management

Data-driven

Stakeholder management

Education

Lean Six Sigma Black Belt

PMP

Prosci certification

Tools

Salesforce

Confluence

LMS platforms

AI tools

Job description

Affirm is seeking an Operations Enablement leader to drive scalable, compliant servicing experiences across our Operations organization. You will define and execute strategies that enable servicing operations to scale efficiently while maintaining exceptional customer outcomes.

You’ll own a portfolio of cross-functional initiatives, build program roadmaps, and collaborate with Product, Engineering, Compliance, and vendors to ensure readiness for regulatory changes and product launches.