[Remote] Operations Enablement Manager

Note: The job is a remote job and is open to candidates in USA. Affirm is hiring an Operations Enablement Manager to build scalable, compliant, and high-quality servicing capabilities across its Operations organization. The role leads cross-functional programs and operational readiness, including change management, knowledge systems, training, and improvements to customer and agent experiences.

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

Skills

• 7+ years of experience in program management or product operations
• 3+ years of experience 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 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
• Preferably within large-scale or global operations
• Preferably within large-scale or global operations including 2+ years of experience at a fintech or financial institution

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• 100% of premiums covered for employees and their dependents
• Monthly stipends support your tech setup, and the ability to choose health and wellness options
• Flexible time off and generous holiday calendars
• Employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount
• Remote-first company; most roles can be done from almost anywhere within the country of employment

Company Overview

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