Senior Operations Enablement Leader (Remote-First)

Affirm, Inc.; Seattle (WA); Remote; USD 165,000 - 225,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Tech stipend

Flexible time off

Employee stock purchase plan (ESPP)

Job summary

Affirm, Inc. is seeking an Operations Enablement leader to deliver scalable, compliant servicing experiences across our operations.

You will define and execute strategies that enable servicing growth while maintaining outstanding customer and merchant outcomes, and set the vision for operational readiness. As a senior team member, you will own cross-functional initiatives, develop roadmaps, coordinate change management, and measure outcomes.

Qualifications

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations.
• 3+ years of experience at a fintech or financial institution, including scaling operations and coaching team members.
• Certification in Six Sigma, Project Management or Design Thinking.

Responsibilities

• Own Program Performance: Lead cross-functional programs aligned to servicing strategy, OKRs, and long-term priorities.
• Define Program Roadmaps: Develop roadmaps and execution plans with KPIs, timelines, budgets, dependencies, and risks.
• Partner for Impact: Collaborate with senior leaders across product, engineering, and operations to deliver measurable outcomes.
• Drive Stakeholder Engagement: Establish governance practices and deliver executive-ready updates on status and impact.
• Manage Risk & Issue Resolution: Identify risks and dependencies; propose data-backed solutions and drive resolution.
• Lead Operational Excellence: Apply Lean Six Sigma to identify root causes and scale improvements for quality and compliance.
• Own Change End-to-End: Manage design through adoption and measurement of changes.
• Build Technical Resources: Create manuals and resources for humans and AI agents with product/engineering teams.
• Elevate Knowledge Management: Develop and maintain SOPs, learning platforms, and AI tools for scalable access.
• Translate Technical Concepts: Turn complex concepts into clear resources for humans and AI agents.
• Own Learning & Training Strategy: Oversee onboarding and ongoing training with measurement loops.
• Collaborate on Experience Improvements: Partner with teams to optimize customer and agent experiences.
• Expand Program Scope: Take on additional PM responsibilities to support evolving business needs.

Skills

Program management

Stakeholder engagement

Lean Six Sigma

Change management

Knowledge management

Training strategy

Cross-functional leadership

Data-driven

Regulatory knowledge

Communication

Tools

Salesforce

Confluence

LMS platforms

AI-enabled knowledge tools

Job description

Affirm, Inc. is seeking an Operations Enablement leader to deliver scalable, compliant servicing experiences across our operations.

You will define and execute strategies that enable servicing growth while maintaining outstanding customer and merchant outcomes, and set the vision for operational readiness. As a senior team member, you will own cross-functional initiatives, develop roadmaps, coordinate change management, and measure outcomes.