Operations Enablement Leader — Remote & Scale Expert

Affirm; Baltimore (MD); On-site; USD 146,000 - 206,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

ESPP - Employee stock purchase plan

Job summary

Affirm, a remote-first fintech, seeks a people leader in Operations Enablement to drive scalable servicing and compliant experiences. You will define vision, lead a high-performing team, and partner with Product, Engineering, and Compliance to deliver measurable customer outcomes.

You will own change end-to-end, translate technical concepts for human and AI teams, and create scalable resources while expanding program scope to support growth.

Qualifications

• 7+ years of program management or product operations experience, including fintech/financial institutions.
• 3+ years scaling operations with coaching/feedback to teams.
• Subject matter expert on financial regulations (UCC, Reg E, Reg Z, Card Act, GLBA, GDPR).
• Certification in Six Sigma, Project Management or Design Thinking.
• Proven track record leading cross-functional initiatives with measurable outcomes.
• Strong strategic planning, risk management and cross-functional execution.

Responsibilities

• Own program and team performance across complex, cross-functional initiatives.
• Define program roadmaps and track KPIs, timelines, budgets, dependencies, and risks.
• Collaborate with senior leaders across Product, Engineering, and Operations.
• Drive stakeholder engagement with clear, executive-ready updates.
• Identify risks, issues, and dependencies; propose data-backed solutions.
• Apply Lean Six Sigma to improve quality, efficiency, and compliance.
• Manage end-to-end change lifecycle from design to adoption and measurement.
• Create technical resources and manuals for human and AI agents.
• Develop and evolve knowledge management (SOPs, learning platforms).
• Translate technical concepts into clear resources for humans and AI agents.
• Oversee training design and delivery with measurable impact.
• Collaborate to improve customer/agent experience and workflow optimization.
• Expand program scope across adjacent domains as needed.

Skills

Program management

Operations experience

Regulatory knowledge

Stakeholder communication

Lean Six Sigma

Change management

Leadership

Vendor coordination

Education

Six Sigma Certification

Job description

Affirm, a remote-first fintech, seeks a people leader in Operations Enablement to drive scalable servicing and compliant experiences. You will define vision, lead a high-performing team, and partner with Product, Engineering, and Compliance to deliver measurable customer outcomes.

You will own change end-to-end, translate technical concepts for human and AI teams, and create scalable resources while expanding program scope to support growth.