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Operations Enablement Manager

Affirm· Ops Excellence - Consumer
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Remote$146k - $225kfull-timePosted 2mo ago

About the role

Operations Enablement leaders deliver scalable, compliant, and high-quality servicing experiences across Affirm’s Operations organization by defining and executing strategies that grow servicing operations efficiently while maintaining strong 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 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.

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 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members
  • Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data
  • Certification in Six Sigma, Project Management or Design Thinking
  • Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools)
  • Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes
  • Strong skills in strategic planning, issue/risk management and cross-functional execution
  • Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders
  • Proficiency in process mapping and workflow analysis
  • Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency
  • Experience building workflows within a regulatory environment
  • Willingness to travel as needed to support team collaboration, operational priorities, and vendor or partner engagements

Skills

Required:Program managementProduct operationsRegulatory knowledgeSix Sigma / process improvementChange managementKnowledge management

Benefits

  • Health coverage at no cost: 100% of premiums for employees and their dependents
  • Spending stipends for tech setup and health/wellness options
  • Flexible time off and generous holiday calendars
  • Employee stock purchase plan (ESPP) with stock discounts
Last updated Oct 14, 2026. Interested? Apply on the company site.

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