Remote Operations Enablement Lead

Affirm; San Francisco (CA); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking an Operations Enablement leader to drive scalable, compliant, and high‑quality 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 that people, processes, and enablement systems evolve in lockstep with affirm’s servicing strategy.

Qualifications

• 5+ years in program management or product operations.
• Experience with Lean Six Sigma, PMP or Prosci preferred.
• Experience scaling knowledge management and training systems (Salesforce, Confluence, LMS).
• Strong influence and communication with executives and stakeholders.
• Experience in regulated industries (fintech, financial services) preferred.
• Analytical, data-driven mindset focused on measurable outcomes.

Responsibilities

• Own complex cross-functional programs aligning with servicing strategy and OKRs.
• Define and execute servicing strategy with roadmaps and budgets.
• Lead transformation initiatives using Lean Six Sigma and change management.
• Create clear manuals and resources for human and AI agents.
• Develop and evolve knowledge ecosystems (SOPs, learning platforms).
• Oversee end-to-end design and delivery of training programs with measurement.

Skills

Program management

Operations

Strategic planning

Change management

Knowledge management

Training & onboarding

Data-driven

Tools

Salesforce

Confluence

LMS platforms

AI‑driven knowledge tools

Job description

Affirm is seeking an Operations Enablement leader to drive scalable, compliant, and high‑quality 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 that people, processes, and enablement systems evolve in lockstep with affirm’s servicing strategy.