Knowledge Management Lead

Affirm

2d•$102,000 - $155,000•Remote

About The Position

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm is seeking a leader to enable high quality servicing experience within our Operations organization. In this role, you will define and execute the strategy that enables Affirm’s servicing operations to scale efficiently, compliantly, and with world-class customer and merchant experiences. We are looking for someone who can set the vision for operational readiness, ensuring our people, processes, resources evolve in lockstep with Affirm’s servicing strategy. You will build and lead cross-functional initiatives to optimize workflows, strengthen knowledge systems, and design learning programs that accelerate performance across geographies and languages.You will partner closely with cross-functional stakeholders and augmented staff to drive operational readiness, streamline workflows, and deliver agent-facing resources that are accurate, engaging, and aligned with company goals and operational KPIs. We are seeking a hands-on, data-driven leader who thrives in enabling servicing experiences in the Operations space. This role will support both internal operations and external vendor/partner teams and will serve as a connector between servicing strategy and day-to-day execution, helping to scale Affirm’s servicing experience.

Requirements

5+ years of experience in operational excellence, experience enablement, knowledge management or training leadership, preferably within large-scale or global operations.
Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred).
Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
Exceptional influence and communication skills, with the ability to engage executives, coach teams, and align diverse stakeholders.
Analytical and data-driven mindset, with a focus on measurable outcomes and continuous improvement.
Comfort operating in ambiguous, high-growth environments with a builder’s mindset.
Global perspective with experience supporting vendor/partner operations and distributed teams.
Willingness to travel up to 20–30% to support global sites and vendor partners.

Responsibilities

Set Strategic Direction: Define and execute the servicing strategy in lockstep with servicing leaders to enable high quality experiences.
Lead Transformation Initiatives: Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
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.
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.
Champion Global Readiness: Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
Drive Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
Influence & Partner at Scale: Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders—driving alignment between company goals and day-to-day execution.
Build a High-Performing Ecosystem: Lead and coach augmented staff, contractors, and cross-functional contributors to deliver world-class content and learning experiences.
Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.

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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