Operations Enablement Lead

About the Operations team
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.

About the role
Affirm is seeking an Operations Enablement 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 our servicing operations to scale efficiently while maintaining exceptional customer and merchant outcomes.

You will set the vision for operational readiness, ensuring that people, processes, and enablement systems evolve in lockstep with Affirm’s servicing strategy. As a member of the Operations Enablement team, you will own a portfolio of cross-functional initiatives aligned to strategic priorities - driving delivery across timelines, dependencies, and measurable business outcomes. You will define and execute servicing strategies by developing clear program roadmaps and execution plans and be responsible for planning, coordination, documentation, change management and measurement across assigned initiatives to ensure operational readiness and measurable outcomes. 

This role works closely with partners across Product, Engineering, Operations, Compliance, and external vendors to align priorities and ensure readiness for key business and regulatory changes. Serving as a connector between servicing strategy and day-to-day execution, you will translate strategy into scalable operational capabilities. 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 Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Set Strategic Direction: Define and execute the servicing strategy developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• 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.
• Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
• 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.
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

What we look for

• 5+ years of experience in program management or product operations, 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.