Operations Enablement Leader - Scale & Compliance

Affirm; Nashville (TN); On-site; USD 115,000 - 165,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off — vacation & holidays

Employee stock purchase plan (ESPP)

Job summary

Affirm, a remote-first company, seeks an Operations Enablement leader to scale servicing experiences. You’ll translate strategy into program roadmaps, drive measurable outcomes, and partner with Product, Engineering, Compliance, and vendors to ensure readiness for regulatory changes and product launches.

You will lead learning, training, and knowledge-management efforts, building resources for human and AI agents while maintaining high quality and compliance across global operations.

Qualifications

• 5+ years of program management or product operations experience in large-scale/global operations.
• Experience setting strategy and delivering 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 tools.

Responsibilities

• Own and lead complex cross-functional programs aligned to servicing strategy and OKRs.
• Define and execute servicing strategy with clear roadmaps and KPIs.
• Lead transformation initiatives leveraging Lean Six Sigma, change management, and data-driven methods.
• Build manuals and resources for human and AI agents with product and engineering teams.
• Elevate knowledge management through SOPs, learning platforms, and AI-enabled tools.
• Plan, design, and create instructional content for diverse audiences.
• Oversee end-to-end learning and training programs, measuring effectiveness.
• Ensure readiness for product launches, regulatory changes, and global expansion.
• Drive insight via metrics and dashboards to inform leadership decisions.
• Coach and align cross-functional partners and vendor leaders at scale.
• Support global teams through change management and adoption of new processes.
• Expand program scope to cover adjacent domains as needed.

Skills

Program management

Change management

Leadership

Data-driven

Communication

Influence

Education

PMP certification

Lean Six Sigma Black Belt

Prosci certification

Tools

Salesforce

Confluence

LMS platforms

AI‑driven knowledge tools

Job description

Affirm, a remote-first company, seeks an Operations Enablement leader to scale servicing experiences. You’ll translate strategy into program roadmaps, drive measurable outcomes, and partner with Product, Engineering, Compliance, and vendors to ensure readiness for regulatory changes and product launches.

You will lead learning, training, and knowledge-management efforts, building resources for human and AI agents while maintaining high quality and compliance across global operations.