Remote Operations Enablement Manager

Affirm; New York (NY); On-site; USD 146,000 - 225,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Equity & ESPP

Remote-first company

Job summary

Affirm is seeking a people leader for the Operations Enablement team to drive scalable, compliant servicing experiences. You will translate strategy into action, partnering with Product, Engineering, and Operations to ensure readiness for business and regulatory changes.

You will own team-level strategy, deliver a portfolio of cross-functional initiatives tied to priorities, and drive measurable business impact with strong leadership and disciplined delivery.

Qualifications

• 7+ years of program management or product operations experience, including fintech/financial institutions
• 3+ years in scaling operations with coaching/mentoring teams
• Subject matter expert on financial regulations (e.g., UCC, Reg E, Reg Z, Card Act, GLBA, GDPR) and dispute handling
• Certification in Six Sigma, Project Management or Design Thinking preferred
• Proven track record leading large cross-functional initiatives with measurable outcomes
• Strong skills in strategic planning, risk management and cross-functional execution
• Excellent written and verbal communication with ability to deliver executive-ready updates

Responsibilities

• Own and lead cross-functional programs aligned with servicing strategy and OKRs
• Define roadmaps, track KPIs, timelines and dependencies
• Collaborate with Product, Engineering and Operations to align priorities and drive outcomes
• Establish governance and executive communication for program status and impact
• Identify risks and drive data-backed resolutions with stakeholders
• Apply Lean Six Sigma to improve quality, efficiency and compliance
• Lead end-to-end changes from design to adoption and measurement
• Create clear manuals and resources for human and AI agents
• Develop and evolve knowledge management (SOPs, learning platforms, AI tools)
• Translate technical concepts into practical operational content
• Oversee learning and training strategy with measurable impact
• Collaborate on improving customer and agent experience workflows
• Expand scope across adjacent domains as needs evolve

Skills

Program management

Strategic planning

Stakeholder engagement

Lean Six Sigma

Change management

People leadership

Execution excellence

Job description

Affirm is seeking a people leader for the Operations Enablement team to drive scalable, compliant servicing experiences. You will translate strategy into action, partnering with Product, Engineering, and Operations to ensure readiness for business and regulatory changes.

You will own team-level strategy, deliver a portfolio of cross-functional initiatives tied to priorities, and drive measurable business impact with strong leadership and disciplined delivery.