Senior Operations Enablement Leader

Affirm, Inc.; Boulder (CO); Teletrabalho; USD 146 000 - 225 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

100% health coverage for employees and

Health coverage for dependents

Tech stipends

Flexible time off

ESPP

Resumo da oferta

Affirm, Inc. is seeking a senior operations enablement leader to define and execute scalable servicing strategies across the organization.

You will own cross-functional initiatives, translate strategy into roadmaps, and work with product, engineering, and compliance to ensure readiness for regulatory changes, driving measurable outcomes. You will lead end-to-end program delivery, apply Lean Six Sigma, and build knowledge resources and training to elevate the customer and agent experience while

Qualificações

• 7+ years of program management or product operations experience in large-scale or global operations.
• 3+ years in fintech or financial institutions with scaling operations and coaching.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GDPR.
• Certification in Six Sigma, Project Management or Design Thinking.
• Experience implementing and scaling knowledge management and training.

Responsabilidades

• Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
• Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across product, engineering, and operations to align priorities and deliver measurable business outcomes.
• Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.
• Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions; and drive resolution in partnership with stakeholders.
• Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.
• Own Change End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.
• 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.
• Collaborate on Experience Improvements: Partner with product and engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

Conhecimentos

Program management

Cross-functional collaboration

Regulatory knowledge

Six Sigma

Stakeholder management

Change management

Leadership

Process optimization

Ferramentas

Salesforce

Confluence

LMS platforms

AI-driven knowledge tools

Descrição da oferta de emprego

Affirm, Inc. is seeking a senior operations enablement leader to define and execute scalable servicing strategies across the organization.

You will own cross-functional initiatives, translate strategy into roadmaps, and work with product, engineering, and compliance to ensure readiness for regulatory changes, driving measurable outcomes. You will lead end-to-end program delivery, apply Lean Six Sigma, and build knowledge resources and training to elevate the customer and agent experience while