Global Operations Enablement Lead

Affirm; San Jose (CA); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking an Operations Enablement leader to scale servicing experiences across our global Operations organization. You will define and execute strategies that enable scalable, compliant servicing, aligning people, processes, and enablement systems with Affirm’s servicing goals.

In this hands-on, data-driven role, you’ll own program roadmaps, coordinate cross-functional initiatives with Product, Engineering, Compliance and vendors, and lead training, knowledge management, and change

Qualifications

• 5+ years of experience in program management or product operations.
• Proven track record delivering impact across efficiency, compliance, and customer experience.
• Expertise in Lean Six Sigma, project/program management, and change management (certifications preferred).
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS, or AI tools).
• Background in regulated industries (financial services, fintech, or consumer lending preferred).
• Strong influence and communication skills with executives and diverse stakeholders.

Responsibilities

• Own complex cross-functional programs aligned to servicing strategy and OKRs.
• Define servicing strategy with roadmaps and execution plans, tracking KPIs and budgets.
• Lead enterprise-wide improvements using Lean Six Sigma and data-driven methods.
• Build technical resources and manuals for human and AI agents.
• Elevate knowledge management with SOPs, learning platforms, and AI-enabled tools.
• Oversee design and delivery of training programs with measurement loops.
• Champion global readiness for product launches and regulatory changes.
• Drive insights via metrics and dashboards to inform leadership decisions.
• Influence cross-functional partners and vendor leaders to align goals.
• Lead and coach augmented staff to deliver high-quality content and learning experiences.
• Manage change at scale with structured practices.
• Expand program scope across adjacent domains as needed.

Skills

Program management

Product operations

Lean Six Sigma

Change management

Executive communication

Cross-functional leadership

Data-driven mindset

Vendor/partner collaboration

Tools

Salesforce

Confluence

LMS platforms

AI-enabled knowledge tools

Job description

Affirm is seeking an Operations Enablement leader to scale servicing experiences across our global Operations organization. You will define and execute strategies that enable scalable, compliant servicing, aligning people, processes, and enablement systems with Affirm’s servicing goals.

In this hands-on, data-driven role, you’ll own program roadmaps, coordinate cross-functional initiatives with Product, Engineering, Compliance and vendors, and lead training, knowledge management, and change