Operations Enablement Lead — Scale & Optimize Ops

Affirm; Los Angeles (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 drive scalable, compliant servicing experiences across our Operations organization. You will define and execute strategies to enable servicing operations to scale efficiently while maintaining customer and merchant outcomes.

As a hands-on, data-driven leader, you will own cross-functional roadmaps, partner with Product, Engineering, and Compliance, and build durable, high-quality servicing capabilities at scale, spanning people, processes, and

Qualifications

• 5+ years of program management or product operations experience.
• Track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Experience implementing and scaling knowledge management and training systems such as Salesforce, Confluence, LMS, or AI-driven tools.

Responsibilities

• Own and lead complex cross-functional programs aligned to servicing strategy and OKRs.
• Develop program roadmaps, track KPIs, timelines, and budgets.
• Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies.
• Collaborate with product and engineering to translate concepts into clear manuals and resources for human and AI agents.
• Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled tools).
• Oversee end-to-end design and delivery of training programs with measurement and feedback loops.
• Design for global readiness tied to product launches, expansions, and regulatory changes.

Skills

Lean Six Sigma

Change management

Program management

Data analysis

Cross-functional leadership

Regulatory compliance

Education

Lean Six Sigma Black Belt

PMP

Prosci certification

Tools

Salesforce

Confluence

LMS platforms

AI knowledge 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 to enable servicing operations to scale efficiently while maintaining customer and merchant outcomes.

As a hands-on, data-driven leader, you will own cross-functional roadmaps, partner with Product, Engineering, and Compliance, and build durable, high-quality servicing capabilities at scale, spanning people, processes, and