[Hiring] Operations Enablement Manager @Affirm

Role Description

As an Operations Enablement leader you will help to deliver scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable our servicing operations to grow efficiently while maintaining exceptional customer and merchant outcomes.

• Set the vision for operational readiness, ensuring that people, processes, and enablement systems evolve in lockstep with Affirm’s servicing strategy.
• Own a portfolio of cross-functional initiatives aligned to strategic priorities—driving delivery across timelines, dependencies, and measurable business outcomes.
• Define and execute servicing strategies by developing clear program roadmaps and execution plans.
• Responsible for planning, coordination, documentation, change management, and measurement across assigned initiatives.
• Work closely with partners across Product, Engineering, Operations, Compliance, and external vendors.
• Translate strategy into scalable operational capabilities.

What You’ll Do

• 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.
• Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices.
• Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions.
• Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes and implement scalable improvements.
• Own Change End-to-End: Manage the full lifecycle of process and product changes.
• Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources.
• Elevate Knowledge Management: Architect and evolve our knowledge ecosystem.
• Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational content.
• Own Learning & Training Strategy: Oversee end-to-end design and delivery of training programs.
• Collaborate on Experience Improvements: Partner with Product and Engineering teams to identify opportunities for workflow optimization.
• 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 within large-scale or global operations.
• 3+ years of experience at a fintech or financial institution.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others.
• Certification in Six Sigma, Project Management or Design Thinking.
• Experience implementing and scaling knowledge management and training.
• Demonstrated success leading large-scale, cross-functional initiatives.
• Strong skills in strategic planning, issue/risk management and cross-functional execution.
• Excellent written and verbal communication skills.
• Proficiency in process mapping and workflow analysis.
• Proven experience designing business processes that drive a positive end user experience.
• Experience building workflows within a regulatory environment.
• Willingness to travel as needed.

Benefits

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
• Spending stipends: Monthly stipends support your tech setup and health and wellness options.
• Time off to recharge: Flexible time off and generous holiday calendars.
• Employee stock purchase plan (ESPP): Buy Affirm stock at a discount.