Remote-First Operations Enablement Lead

Affirm; Baltimore (MD); On-site; USD 115,000 - 180,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly tech and wellness stipends

Generous time off and holidays

Employee stock purchase plan

Job summary

Affirm is seeking an Operations Enablement leader to drive scalable, compliant servicing experiences across our Operations org. You will set the vision for operational readiness, align people, processes and enablement systems to our servicing strategy, and own cross-functional initiatives with measurable outcomes.

You will partner with Product, Engineering, Compliance and external vendors to translate strategy into scalable capabilities.

Qualifications

• 5+ years of program management or product operations experience in large-scale/global ops.
• Proven track record delivering efficiency, compliance, and customer experience improvements.
• Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci preferred).
• Experience scaling knowledge management and training systems (SF, Confluence, LMS, AI tools).
• Background in regulated industries (fintech/financial services) preferred.
• Excellent influence and communication with executives and cross-functional teams.
• Analytical, data-driven mindset with focus on measurable outcomes.
• Global perspective with vendor/partner operations experience.

Responsibilities

• Own complex cross-functional programs and initiatives aligned to servicing strategy and OKRs.
• Define and execute servicing strategy with roadmaps and execution plans, tracking KPIs, timelines, budgets.
• Lead enterprise improvements using Lean Six Sigma, change management, and data-driven methods.
• Collaborate with product and engineering to translate concepts into clear manuals and resources for humans and AI agents.
• Architect and evolve knowledge ecosystem (SOPs, learning platforms, AI-enabled tools) for scalable access.
• Translate technical concepts into actionable resources for human and AI learners.
• Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, product rollouts) with measurement.
• Anticipate and design for operational needs tied to product launches and regulatory changes.
• Use metrics and dashboards to assess workflows, training impact, and localization quality.
• Serve as trusted advisor to executives and cross-functional leaders to align goals and execution.
• Coach augmented staff, contractors, and cross-functional contributors to deliver high-quality content.
• Lead change management at scale to drive adoption of processes and platforms.
• Expand program scope across adjacent domains to support evolving business needs.

Skills

Program management

Strategy setting

Change management

Leadership

Data-driven

Communication

Education

Lean Six Sigma Black Belt

PMP certification

Prosci certification

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 org. You will set the vision for operational readiness, align people, processes and enablement systems to our servicing strategy, and own cross-functional initiatives with measurable outcomes.

You will partner with Product, Engineering, Compliance and external vendors to translate strategy into scalable capabilities.