Remote Operations Enablement Lead

Affirm; Pittsburgh (Allegheny County); On-site; USD 146,000 - 225,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a hands-on, data-driven operations leader to drive scalable servicing experiences across our remote-first Operations organization. You will translate strategy into action, partner with Product, Engineering, and Compliance, and guide a portfolio of cross-functional initiatives with clear owners and measurable outcomes.

You will lead a team focused on operational readiness, process design, training, and knowledge management, ensuring readiness for business and regulatory changes

Qualifications

• 7+ years of program management or product operations experience.
• 3+ years scaling operations with ongoing coaching/feedback.
• Subject matter expert on UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR.
• Certification in Six Sigma, Project Management or Design Thinking.
• Proven success leading large-scale, cross-functional initiatives with measurable outcomes.
• Strong skills in strategic planning, risk management and cross-functional execution.
• Excellent written and verbal communication for executive updates.
• Proficiency in process mapping and workflow analysis.
• Experience designing business processes to reduce risk and improve user experience in regulated environments.

Responsibilities

• Own Program & Team Performance: lead cross-functional initiatives aligned with strategy and OKRs.
• Define Program Roadmaps: create execution plans with KPIs, timelines, budgets, risks.
• Partner for Impact: collaborate with Product, Engineering and Operations for measurable outcomes.
• Drive Stakeholder Engagement: governance and polished executive communications.
• Manage Risk & Issue Resolution: identify risks and drive data-backed resolutions.
• Lead Operational Excellence: apply Lean Six Sigma to improve quality and compliance.
• Own Change End-to-End: manage design, implementation, adoption and measurement.
• Build Technical Resources: translate concepts into manuals for humans and AI agents.
• Elevate Knowledge Management: evolve SOPs, learning platforms and AI tools.
• Translate Technical Concepts: create clear resources for humans and AI agents.
• Own Learning & Training Strategy: design and measure onboarding and product trainings.
• Collaborate on Experience Improvements: deepen understanding of customer/agent experience.
• Expand Program Scope: grow responsibilities across adjacent domains.

Skills

Program management

Leadership

Stakeholder management

Strategic planning

Risk management

Process mapping

Workflow analysis

Executive communication

Cross-functional execution

Regulatory knowledge

Education

Six Sigma or PMP or Design Thinking certification

Job description

Affirm is seeking a hands-on, data-driven operations leader to drive scalable servicing experiences across our remote-first Operations organization. You will translate strategy into action, partner with Product, Engineering, and Compliance, and guide a portfolio of cross-functional initiatives with clear owners and measurable outcomes.

You will lead a team focused on operational readiness, process design, training, and knowledge management, ensuring readiness for business and regulatory changes