Operations Enablement Manager

About this role

Lead cross-functional initiatives that make customer and merchant servicing scalable, compliant, and high quality. Develop operational readiness, process improvements, training, and knowledge resources, measuring their impact on customer and business outcomes.

About the company

Affirm offers buy now, pay later financing that lets consumers split purchases into transparent installment payments at checkout. It partners with merchants to provide flexible credit options without late fees.

The team

Operations Enablement, with potential placement in Customer Enablement or Horizontal Enablement.

What you'll do

• Lead complex programs aligned with servicing strategy and business goals.
• Build roadmaps and track KPIs, timelines, budgets, dependencies, and risks.
• Coordinate stakeholders across Product, Engineering, Operations, Compliance, and vendors.
• Manage process and product changes from design through adoption and measurement.
• Use Lean Six Sigma methods to improve quality, efficiency, and compliance.
• Develop operational resources and knowledge systems for human and AI agents.
• Oversee training programs and evaluate their effectiveness.
• Identify customer and agent workflow improvements with Product and Engineering.

What we're looking for

• 7+ years of program management or product operations experience, preferably in large-scale or global operations.
• 3+ years at a fintech or financial institution, including experience scaling operations and coaching team members.
• Expertise in financial regulations and dispute management rules, response codes, and response data.
• Certification in Six Sigma, project management, or design thinking.
• Experience scaling knowledge management and training platforms or tools.
• Demonstrated success leading cross-functional initiatives with measurable outcomes.
• Strong strategic planning, risk management, communication, process mapping, and workflow analysis skills.
• Experience designing efficient, user-focused processes in regulated environments.

Nice to have

• Experience with Salesforce, Confluence, learning management systems, or AI-enabled knowledge tools.

Benefits

• Health coverage with 100% of premiums paid for employees and dependents.
• Monthly technology and health and wellness spending stipends.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan with discounted stock.