People Knowledge Experience Manager

Affirm is building a centralized, scalable Employee Experience (EX) Hub to deliver consistent, high-quality support to employees globally. This role sits at the intersection of People Operations, employee experience, and AI enablement—defining how the People Team delivers support end-to-end. You’ll establish the knowledge foundation that powers this transformation, enabling self-service, AI-assisted support, and scalable service delivery across the organization.

This is a builder role for someone who can operate at both a strategic and executional level. You should be comfortable using AI-assisted workflows to accelerate the creation of systems and processes, while also willing to do the hands-on work required to make them real. This is not a pure thought leadership role—success will require both setting direction and directly driving outcomes. In the first year, the primary focus will be on consolidating and standardizing fragmented documentation as a foundation for future system and governance design. You will partner closely with Centers of Excellence (COEs) and subject matter experts (SMEs) across People and adjacent teams to gather dispersed content, eliminate duplication, implement consistent formatting standards, and validate accuracy. This work will establish a centralized, AI-ready knowledge ecosystem. Building on that foundation, you will design the systems, processes, and governance needed to translate consolidated knowledge into consistent, compliant, and high-quality employee support experiences. You will also shape how knowledge, tooling, and workflows integrate to enable a more modern and efficient People Ops function, ensuring employees receive the right information, at the right time, through the right channels.

What You'll Do

• Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management
• Establish AI-ready knowledge structures that enable automation, support accurate and compliant AI-assisted experiences, and define the future-state integration between knowledge, case management, and AI support systems.
• Design how knowledge, intake and support workflows work together to improve self-service and reduce manual case volume
• Partner on service model evolution, including triage, escalation, and knowledge-driven support design
• Evaluate and implement tools for knowledge management, search, and AI-enabled delivery to automate People inquiries and improve overall service delivery.
• Establish clear governance, guardrails, and risk mitigation frameworks for the use of AI within a regulated HR environment to manage both operational and regulatory risk.
• Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes
• Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows
• Ensure readiness for new programs, policies, and regulatory changes through scalable enablement

What We Look For

• Experience building or transforming knowledge management systems, service models, or shared services functions (0→1 or significant scale-up)
• Strong understanding of end-user experience in any domain required, with specific experience in People Operations, employee experience, or HR service delivery a plus
• Proven experience in AI-native workflows; specifically using AI to write scripts, structure complex data, and automate manual operations. You should be comfortable using agentic AI tools to bridge the gap between conceptual design and technical implementation. 
• Ability to operate strategically and execute operationally in a fast-paced, ambiguous environment
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority
• Strong judgment in balancing innovation with risk, compliance, and employee impact