Remote Operations Enablement Leader

Affirm; Phoenix (AZ); On-site; USD 115,000 - 165,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

Employee stock purchase plan

Job summary

Affirm is seeking an Operations Enablement leader to drive scalable servicing experiences across our Operations organization. You will define and execute strategies that enable 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 of experience in program management or product operations.
• Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred).
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI‑driven knowledge tools).
• Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
• Exceptional influence and communication skills, with the ability to engage executives, coach teams, and align diverse stakeholders.

Responsibilities

• Own Program Performance: Lead complex cross‑functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long–term business priorities.
• Set Strategic Direction: Define and execute the servicing strategy developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Lead Transformation Initiatives: Drive enterprise‑wide improvements leveraging Lean Six Sigma, change management, and data‑driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Elevate Knowledge Management: Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI‑enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
• Own Learning & Training Strategy: Oversee end‑to‑end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• Champion Global Readiness: Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
• Drive Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
• Influence & Partner at Scale: Serve as a trusted advisor to executives, cross‑functional partners, and vendor leaders - driving alignment between company goals and day‑to‑day execution.
• Build a High‑Performing Ecosystem: Lead and coach augmented staff, contractors, and cross‑functional contributors to deliver world‑class content and learning experiences.
• Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

Skills

Program management

Operational strategy

Change management

Stakeholder engagement

Education

PM/OPs certification

Tools

Salesforce

Confluence

LMS platforms

AI tools

Job description

Affirm is seeking an Operations Enablement leader to drive scalable servicing experiences across our Operations organization. You will define and execute strategies that enable 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.