Global Operations Enablement Lead - Strategy & Training

Affirm; Philadelphia (Philadelphia County); On-site; USD 115,000 - 165,000; 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 operations with rigor and compliance. You will own strategy, roadmaps, and execution across people, processes and enablement systems, coordinating with Product, Engineering, Compliance, and external partners.

You’ll drive training, knowledge management, and change management initiatives to deliver durable, high‑quality experiences for customers and merchants while supporting regulatory changes and business growth.

Qualifications

• 5+ years of program management or product operations experience in large-scale/global settings.
• Proven ability to set strategy and deliver measurable impact on efficiency, compliance, and customer experience.
• Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci preferred).
• Experience implementing and scaling knowledge management and training systems (Salesforce, Confluence, LMS, AI tools).
• Background in regulated industries (financial services/fintech/consumer lending preferred).
• Strong influence and communication skills with executives and cross‑functional partners.

Responsibilities

• Own complex cross‑functional programs and OKRs, aligning with servicing strategy.
• Define program roadmaps, track KPIs, timelines and budgets.
• Drive enterprise‑wide improvements using Lean Six Sigma and data‑driven methods.
• Translate concepts into clear manuals/resources for human and AI agents.
• Develop and evolve knowledge ecosystems (SOPs, job aids, learning platforms).
• Design and deliver training programs with measurement and feedback loops.
• Plan for global readiness with product launches and regulatory changes.
• Build and coach augmented staff and contractors to deliver high‑quality content.

Skills

Program management

Cross-functional leadership

Lean Six Sigma

Change management

Data-driven decisions

Vendor management

Communication

Tools

Salesforce

Confluence

LMS platforms

AI‑driven knowledge tools

Job description

Affirm is seeking an Operations Enablement leader to scale servicing operations with rigor and compliance. You will own strategy, roadmaps, and execution across people, processes and enablement systems, coordinating with Product, Engineering, Compliance, and external partners.

You’ll drive training, knowledge management, and change management initiatives to deliver durable, high‑quality experiences for customers and merchants while supporting regulatory changes and business growth.