Operations Enablement Leader, Scale & Training

Affirm; Palo Alto (CA); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health coverage

FSA wallets

Paid 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 that enable our servicing operations to scale efficiently while maintaining exceptional customer and merchant outcomes.

You will set the vision for operational readiness, ensuring people, processes, and enablement systems evolve in lockstep with affirm’s servicing strategy.

Qualifications

• 5+ years of experience in program management or product operations.
• Proven track record 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).
• Experience in regulated industries (financial services, fintech, or consumer lending preferred).
• Exceptional influence and communication skills, with the ability to engage executives and align stakeholders.
• Analytical and data‑driven mindset, with focus on measurable outcomes.
• Comfort operating in ambiguous, high‑growth environments with a builder’s mindset.

Responsibilities

• Own Program Performance: Lead complex cross‑functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long‑term business priorities.
• Set Strategic Direction: Define and execute the servicing strategy developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Lead Transformation Initiatives: Drive enterprise‑wide improvements leveraging Lean Six Sigma, change management, and data‑driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Elevate Knowledge Management: Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI‑enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
• Own Learning & Training Strategy: Oversee end‑to‑end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• Champion Global Readiness: Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
• Drive Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality.
• Influence & Partner at Scale: Serve as a trusted advisor to executives, cross‑functional partners, and vendor leaders – driving alignment between company goals and day‑to‑day execution.
• Build a High‑Performing Ecosystem: Lead and coach augmented staff, contractors, and cross‑functional contributors to deliver world‑class content and learning experiences.
• Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

Skills

Program management

Product operations

Strategic planning

Lean Six Sigma

Change management

Influence & communication

Analytics

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 that enable our servicing operations to scale efficiently while maintaining exceptional customer and merchant outcomes.

You will set the vision for operational readiness, ensuring people, processes, and enablement systems evolve in lockstep with affirm’s servicing strategy.