Remote Operations Enablement Lead

Affirm; Boise (ID); On-site; USD 115,000 - 165,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

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

You will own a portfolio of cross‑functional initiatives, developing roadmaps, coordinating execution, and measuring outcomes across teams.

Qualifications

• Experience leading program management or product operations in large‑scale or global settings.
• Proven ability to define strategy and deliver measurable 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 (Salesforce, Confluence, LMS, or AI tools).

Responsibilities

• Own cross‑functional programs aligned to servicing strategy and OKRs.
• Define servicing strategy with program roadmaps and execution plans.
• Drive enterprise improvements using Lean Six Sigma and data‑driven methods.
• Create manuals and resources for human and AI agents with Product/Engineering teams.
• Evolve knowledge systems (SOPs, learning platforms) for scalable access.
• Translate complex concepts into clear resources for people and AI agents.
• Oversee end‑to‑end training design and delivery with measurement.
• Plan for regulatory changes and global readiness across product launches.
• Use dashboards and feedback to influence senior leadership decisions.
• Coach augmented staff and vendors to deliver high‑quality learning content.
• Lead change management and expand program scope as needed.

Skills

Program management

Change management

Data-driven mindset

Stakeholder engagement

Leadership

Education

Lean Six Sigma Black Belt

PMP or 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 organization. You will define and execute strategies to enable servicing operations to scale efficiently while maintaining exceptional customer and merchant outcomes.

You will own a portfolio of cross‑functional initiatives, developing roadmaps, coordinating execution, and measuring outcomes across teams.