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Operations Enablement Lead

Affirm· Ops Excellence - Consumer
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Hybrid (Canada)CA$101k - CA$151kfull-timePosted 2mo ago

About the role

Lead a portfolio of cross-functional, scalable, and compliant servicing initiatives within Affirm's Operations Enablement organization, partnering across Product, Engineering, Operations, Compliance, and external vendors to translate strategy into durable, high-quality servicing experiences at scale.

Responsibilities

  • Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
  • Set Strategic Direction: Define and execute the servicing strategy developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
  • Lead Transformation Initiatives: Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
  • 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.
  • Champion Global Readiness: Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
  • Drive Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
  • Influence & Partner at Scale: Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders - driving alignment between company goals and day-to-day execution.
  • Build a High-Performing Ecosystem: Lead and coach augmented staff, contractors, and cross-functional contributors to deliver world-class content and learning experiences.
  • Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.
  • 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

  • 5+ years of experience in program management or product operations, preferably within large-scale or global operations.
  • Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
  • Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred).
  • Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
  • Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
  • Exceptional influence and communication skills, with the ability to engage executives, coach teams, and align diverse stakeholders.
  • Analytical and data-driven mindset, with a focus on measurable outcomes and continuous improvement.
  • Comfort operating in ambiguous, high-growth environments with a builder’s mindset.
  • Global perspective with experience supporting vendor/partner operations and distributed teams.
  • Willingness to provide occasional support outside regular working hours, including evenings, weekends, and holidays, to address time-sensitive operational needs.
  • Willingness to travel as needed to support team collaboration, operational priorities, and vendor or partner engagements.

Skills

Required:Program managementLean Six SigmaChange managementKnowledge management

Benefits

  • Health coverage at no cost: 100% of premiums for employees and their dependents.
  • Spending stipends: Monthly stipends support tech setup and health/wellness options.
  • Flexible time off and generous holiday calendars.
  • Employee stock purchase plan (ESPP) to buy Affirm stock at a discount.
Last updated Sep 30, 2026. Interested? Apply on the company site.

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