Remote Operations Enablement Leader

Affirm; Cleveland (OH); On-site; USD 146,000 - 225,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off — vacation and holidays

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a hands-on, data-driven leader to drive scalable servicing experiences across Operations. You will partner with Product, Engineering, Compliance and vendor teams to ensure readiness for business and regulatory change, and translate strategy into actionable programs with measurable outcomes.

You will own learning and training strategies, build scalable documentation for human and AI agents, and lead a team delivering high-quality programs that improve customer and merchant

Qualifications

• 7+ years of program management or product operations experience.
• 3+ years scaling operations and coaching team members.
• Subject matter expert on financial regulations (UCC, Reg E, Reg Z, Card Act, GLBA, GDPR).
• Certification in Six Sigma, Project Management or Design Thinking.
• Proven success leading large-scale, cross-functional initiatives.
• Strong skills in strategic planning, risk management and execution.
• Excellent written and verbal communication for executive updates.
• Proficiency in process mapping and workflow analysis.
• Experience building workflows in a regulated environment.

Responsibilities

• Own Program & Team Performance for cross-functional initiatives aligned with servicing strategy and OKRs.
• Define program roadmaps, track KPIs, budgets, timelines, dependencies and risks.
• Collaborate with Product, Engineering and Operations to deliver measurable outcomes.
• Lead stakeholder engagement with governance and executive-ready communications.
• Identify risks, issues and dependencies; propose data-backed solutions.
• Apply Lean Six Sigma to improve quality, efficiency and compliance.
• Manage end-to-end change, from design to adoption and measurement.

Skills

Program management

Operations leadership

Strategic planning

Stakeholder management

Process improvement

Lean Six Sigma

Regulatory knowledge

Data-driven decision making

Communication

Job description

Affirm is seeking a hands-on, data-driven leader to drive scalable servicing experiences across Operations. You will partner with Product, Engineering, Compliance and vendor teams to ensure readiness for business and regulatory change, and translate strategy into actionable programs with measurable outcomes.

You will own learning and training strategies, build scalable documentation for human and AI agents, and lead a team delivering high-quality programs that improve customer and merchant