Operations Enablement Lead: Scale Service Delivery

Affirm; Portland (OR); On-site; USD 115,000 - 180,000; 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 grow efficiently while maintaining high customer and merchant outcomes.

You will guide operational readiness, aligning people, processes, and enablement systems with Affirm’s servicing strategy. This role partners with Product, Engineering, Compliance, and vendors to translate strategy

Qualifications

• 5+ years of experience in program management or product operations within large-scale/global operations.
• Proven track record of setting strategy and delivering impact across 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 (Salesforce, Confluence, LMS platforms, or AI-driven tools).
• Strong background in regulated industries (financial services, fintech, or consumer lending preferred).
• Exceptional influence and communication skills with executives and diverse stakeholders.
• Analytical, data-driven mindset focused on measurable outcomes and continuous improvement.

Responsibilities

• Own cross-functional programs and initiatives aligned to servicing strategy and OKRs.
• Define and execute servicing strategy with clear roadmaps and execution plans.
• Lead enterprise-wide improvements using Lean Six Sigma and data-driven methods.
• Collaborate with product/engineering to translate concepts into manuals and resources for humans and AI agents.
• Evolve knowledge management with SOPs, learning platforms, and AI-enabled tools.
• Oversee end-to-end design/delivery of training programs with measurements and feedback loops.
• Drive global readiness for product launches, regulatory changes, and program expansion.

Skills

Program management

Strategy execution

Lean Six Sigma

Change management

Data-driven

Executive communication

Vendor relations

Education

PMP or Prosci certification

Black Belt / Lean Six Sigma

Tools

Salesforce

Confluence

LMS platforms

AI-driven 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 that enable servicing operations to grow efficiently while maintaining high customer and merchant outcomes.

You will guide operational readiness, aligning people, processes, and enablement systems with Affirm’s servicing strategy. This role partners with Product, Engineering, Compliance, and vendors to translate strategy