Strategic Operations Enablement Lead

Affirm; Los Angeles (CA); On-site; USD 165,000 - 225,000; Full time

Benefits offered by this job

Health care coverage

Employee stock purchase plan (ESPP)

Generous time off and wellness stipnds

Job summary

Affirm is seeking a hands-on, data-driven manager to lead a high-performing team within the Operations Enablement organization. You will own team-level strategy and drive cross-functional programs across Product, Engineering, and Operations to deliver measurable outcomes.

As a leader, you will apply Lean Six Sigma to improve quality, efficiency, and compliance, partner with senior leaders, and ensure readiness for business and regulatory changes while delivering exceptional servicing experiences

Qualifications

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations including 2+ years at a fintech or financial institution
• 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members
• Subject matter expert on financial regulations (e.g., UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR) with understanding of dispute management rules
• Certification in Six Sigma, Project Management or Design Thinking
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution and stakeholder alignment
• Strong skills in strategic planning, issue/risk management and cross-functional execution
• Excellent written and verbal communication with ability to deliver executive-ready updates
• Proficiency in process mapping and workflow analysis
• Experience designing business processes that drive positive end-user experience and reduce risk

Responsibilities

• Own Program & Team Performance: Lead and manage a team responsible for delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy and OKRs
• Define Program Roadmaps: Develop roadmaps and execution plans, tracking KPIs, timelines, budgets, dependencies, and risks
• Partner for Impact: Collaborate with senior leaders across Product, Engineering, and Operations to align priorities
• Drive Stakeholder Engagement: Establish governance practices, deliver executive-ready updates on status and impact
• Manage Risk & Issue Resolution: Identify risks and dependencies; propose data-backed solutions with stakeholders
• Lead Operational Excellence: Apply Lean Six Sigma to identify root causes and scalable improvements
• Own Change End-to-End: Manage lifecycle of process and product changes from design to adoption
• Build Technical Resources: Translate concepts into manuals and resources for humans and AI agents
• Elevate Knowledge Management: Evolve SOPs, learning platforms, and AI-enabled tools
• Translate Technical Concepts: Plan and create complex operational content for humans and AI
• Own Learning & Training Strategy: Oversee onboarding and continuous learning programs with measurement
• Collaborate on Experience Improvements: Work with Product/Engineering to improve customer/agent workflows
• Expand Program Scope: Take on more PM responsibilities across adjacent domains

Skills

Program management

Operations leadership

Stakeholder management

Regulatory compliance

Lean Six Sigma

Change management

Cross-functional collaboration

Communication

Job description

Affirm is seeking a hands-on, data-driven manager to lead a high-performing team within the Operations Enablement organization. You will own team-level strategy and drive cross-functional programs across Product, Engineering, and Operations to deliver measurable outcomes.

As a leader, you will apply Lean Six Sigma to improve quality, efficiency, and compliance, partner with senior leaders, and ensure readiness for business and regulatory changes while delivering exceptional servicing experiences