Operations Enablement Manager

Affirm

1d • $146,000 - $225,000 • Remote

About The Position

Affirm is hiring multiple Operations Enablement Managers through one shared interview process, with team placement determined by candidate interests, experience, strengths, and business needs. Potential placements include Customer Enablement, which owns and improves customer servicing experiences across product offerings, and Horizontal Enablement, which owns programs spanning multiple servicing experiences for specific products.

The role leads strategies and cross-functional initiatives that deliver scalable, compliant, high-quality servicing across Affirm’s Operations organization. It sets the vision for operational readiness and ensures people, processes, and enablement systems evolve with the servicing strategy. The manager develops program roadmaps and execution plans, and coordinates planning, documentation, change management, and measurement to achieve readiness and measurable outcomes.

The position partners with Product, Engineering, Operations, Compliance, senior leaders, and external vendors to align priorities and prepare for business and regulatory changes. It translates strategy and technical concepts into operational capabilities and resources for human and AI agents, and leads learning, training, knowledge management, process improvement, and servicing-experience optimization in a complex, regulated environment.

This is a remote-first role, generally performable from almost anywhere within the country of employment, though some positions may occasionally require in-person office work. New hires are invited to attend in-person onboarding. Travel may be needed to support collaboration, operational priorities, and vendor or partner engagements.

Requirements

• At least 7 years of experience in program management or product operations, preferably in large-scale or global operations.
• At least 3 years of experience at a fintech or financial institution, as stated in the first qualifications section; a later repeated qualifications section specifies at least 2 years.
• At least 3 years in a role involving scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expertise in financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, and GDPR, and 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, using 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 strategic planning, issue and risk management, and cross-functional execution skills.
• Excellent written and verbal communication skills, including the ability to deliver polished, executive-ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis.
• Experience designing business processes that improve end-user experience, reduce business risk, and increase workflow efficiency.
• Experience building workflows in a regulatory environment.
• Willingness to travel as needed for team collaboration, operational priorities, and vendor or partner engagements.

Responsibilities

• Lead complex cross-functional programs and initiatives aligned with servicing strategy, OKRs, and long-term business priorities.
• Develop program roadmaps and execution plans; track KPIs, timelines, budgets, dependencies, and risks.
• Partner with senior leaders and Product, Engineering, and Operations teams to align priorities and deliver measurable outcomes.
• Establish stakeholder engagement and governance practices and provide polished, executive-ready communications about program status, outcomes, risks, and impact.
• Identify risks, issues, and dependencies; propose data-backed solutions and drive resolution with stakeholders.
• Use Lean Six Sigma methodologies to identify root causes and implement scalable improvements in quality, efficiency, and compliance.
• Manage process and product changes from design and implementation through change management, adoption, and measurement.
• Work with Product and Engineering to turn technical concepts into clear manuals and resources for human and AI agents.
• Architect and evolve the knowledge ecosystem, including SOPs, job aids, learning platforms, and AI-enabled knowledge tools, ensuring resources are accurate, engaging, and accessible.
• Plan, design, and create complex operational, instructional, and procedural content that translates technical concepts into clear resources.
• Oversee the design and delivery of onboarding, continuous-learning, and new-product training programs, measuring effectiveness and incorporating feedback.
• Work with Product and Engineering to understand customer and agent experiences and identify workflow and experience improvements.
• Take on additional program and project management responsibilities as needed, building working knowledge across adjacent domains.

Benefits

• 100% subsidized medical coverage for employees and dependents.
• Monthly stipends for technology setup and health and wellness options.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan that allows employees to buy Affirm stock at a discount.
• Equity rewards may be included in the total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed