Operations Enablement Lead

Affirm is seeking a people leader to drive scalable, compliant, and high-quality servicing experiences across our 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.

Within an assigned enablement domain, you will set strategy and own a portfolio of programs. As a manager within the Operations Enablement team, you will own team-level strategy and lead a high-performing team responsible for delivering a portfolio of cross-functional initiatives tied to strategic priorities. You will be accountable for execution across timelines and dependencies, with clear ownership of measurable business impact.

This role partners cross-functionally with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory changes. You will serve as a connective leader between strategy and execution, driving adoption and measurable impact through strong people leadership and delivery rigor.

We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.

What you’ll do

• 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.

What we look for

• 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.

• 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).

• 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.

Pay Grade - J
Equity Grade - 5

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $130,000 - $170,000
USA base pay range (all other U.S. states) per year: $115,000 - $155,000

#LI-Remote