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Operations Enablement Manager

Affirm· Ops Excellence - Consumer
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Remote$128k - $188kfull-timePosted 2mo ago

About the role

Senior operations enablement leader responsible for delivering scalable, compliant, and high-quality servicing experiences across Affirm’s Operations, partnering with Product, Engineering, Compliance, and external vendors to implement strategy, programs, and knowledge systems that improve customer and merchant outcomes.

Responsibilities

  • 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 with senior leaders and cross-functional partners to align priorities and deliver measurable business outcomes.
  • Drive Stakeholder Engagement: Establish governance practices, delivering executive-ready communications on program status, outcomes, risks, and impact.
  • Manage Risk & Issue Resolution: Identify risks, issues, and dependencies; propose data-backed solutions; drive resolution with stakeholders.
  • Lead Operational Excellence: Apply Lean Six Sigma to identify root causes and implement scalable improvements for quality, efficiency, and compliance.
  • Own Change End-to-End: Manage full lifecycle of process and product changes, including adoption and measurement.
  • Build Technical Resources: Translate technical concepts into clear manuals and resources for human and AI agents.
  • Elevate Knowledge Management: Architect and evolve knowledge ecosystem (SOPs, job aids, learning platforms, AI tools).
  • Translate Technical Concepts: Create content resources for human and AI agents.
  • Own Learning & Training Strategy: Design and deliver onboarding, continuous learning, and new product training with measurement.
  • Collaborate on Experience Improvements: Work with Product and Engineering to optimize customer and agent experiences.
  • Expand Program Scope: Take on additional program and project management responsibilities as needed.

Qualifications

  • 7+ years of experience in program management or product operations, preferably in large-scale or global operations.
  • 3+ years of experience at a fintech or financial institution, including scaling operations and coaching team members.
  • Subject matter expert on financial regulations (e.g., UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR).
  • Certification in Six Sigma, Project Management or Design Thinking.
  • Experience implementing and scaling knowledge management and training (e.g., Salesforce, Confluence, LMS, or AI-driven tools).
  • Proven ability to lead large-scale, cross-functional initiatives with measurable outcomes.
  • Strong strategic planning, issue/risk management, and cross-functional execution skills.
  • Excellent written and verbal communication with executive-ready updates.
  • Proficiency in process mapping and workflow analysis.
  • Experience designing regulatory-compliant business processes and reducing risk.
  • Willingness to travel as needed to support collaboration and engagements.

Skills

Required:Program managementStrategic planningStakeholder managementLean Six Sigma

Benefits

  • Health coverage at no cost for employees and dependents.
  • Monthly stipends for tech setup and health/wellness options.
  • Flexible time off and generous holidays.
  • Employee stock purchase plan (ESPP) with stock at a discount.
Last updated Oct 14, 2026. Interested? Apply on the company site.

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