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[Remote] Operations Enablement Lead
Note: The job is a remote job and is open to candidates in USA. Affirm is reinventing credit to make it more honest and friendly, and they are seeking a people leader to drive scalable, compliant, and high-quality servicing experiences across their Operations organization. In this role, you will define and execute strategies that enable servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants.
Responsibilities
- Own Program & Team Performance: Lead and manage a team responsible for delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities
- Set Strategic Direction & Roadmaps: Define program strategy and oversee the development of clear roadmaps and execution plans, ensuring progress is tracked against KPIs, timelines, budgets, dependencies, and risks
- Lead & Develop Talent: Hire, coach, and develop a high-performing Operations Enablement team, providing ongoing feedback, performance management, and career development to build long-term organizational capability
- Drive Cross-Functional Alignment: Partner with senior leaders and cross-functional stakeholders across Product, Engineering, Operations, and Compliance to align priorities, manage dependencies, and deliver measurable business outcomes
- Establish Stakeholder Governance: Build strong stakeholder engagement and governance models, delivering clear, polished, and executive-ready communications on program status, risks, outcomes, and impact
- Manage Risk & Delivery at Scale: Proactively identify risks, issues, and trade-offs across programs; guide data-backed decision-making; and ensure timely resolution in partnership with stakeholders
- Lead Operational Excellence: Champion Lean Six Sigma and continuous improvement practices, guiding the team in identifying root causes, implementing scalable solutions, and raising the bar for quality, efficiency, and compliance
- Own Change & Adoption: Oversee the end-to-end lifecycle of projects - from design through implementation, change management, adoption, and measurement - ensuring sustained outcomes for customers and the business
- Oversee Knowledge & Enablement Systems: Provide strategic oversight of technical resources, knowledge management, and enablement systems (SOPs, job aids, learning platforms, AI-enabled tools), ensuring accuracy, usability, and scalability within your assigned domain
- Guide Learning & Training Strategy: Set direction for end-to-end learning and training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through metrics, feedback loops, and continuous improvement
- Champion Experience Improvements: Partner with Product and Engineering leaders to improve customer and agent experiences by aligning workflows, tooling, and operational processes with product intent
- Scale Operations Enablement: Anticipate future operational needs driven by growth, regulatory change, and new product launches, ensuring the team and systems are prepared to support the business at scale
Skills
- 6+ years of experience in program management or product operations, preferably within large-scale or global operations
- 2+ years of experience managing teams in fintech or financial services, including experience scaling operations in a regulated environment
- Deep expertise in financial regulations such as UCC, Reg E, Reg Z, CARD Act, GLBA, UDAAP, GDPR, with strong knowledge of dispute management rules, response codes, and regulatory response requirements
- Proven experience leading managers or senior ICs, including hiring, coaching, performance management, and team development
- Demonstrated success delivering large-scale, cross-functional initiatives with strong execution discipline and measurable outcomes
- Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building
- Exceptional written and verbal communication skills, with the ability to influence senior leaders and deliver executive-ready narratives
- Advanced proficiency in process mapping, workflow analysis, and operational design
- Proven experience designing compliant business processes that improve end-user experience, reduce risk, and increase operational efficiency
- Experience building and scaling workflows within highly regulated environments
- Certification in Lean Six Sigma, Project Management (PMP), or Design Thinking strongly preferred
- Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools)
Benefits
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
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