Operations Enablement Manager

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

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 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 our servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants.
• You will set the vision for operational readiness, ensuring people, processes, and enablement systems evolve in alignment with Affirm's servicing strategy across multiple domains and 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 sits at the intersection of strategy and execution.
• You will partner closely with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory change.
• As a connective leader, you will translate strategy into action, driving adoption and outcomes through strong people leadership and disciplined delivery.
• 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.
• Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks.
• Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes.
• Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact.
• Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies; propose data-backed solutions; and drive resolution in partnership with stakeholders.
• Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance.
• Own Change End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.
• 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.
• Collaborate on Experience Improvements: Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
• 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

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations including 2+ years of experience at a fintech or financial institution
• 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others. Have a deep understanding of dispute management rules, response codes, and recommended response data.
• Certification in Six Sigma, Project Management or Design Thinking
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
• Strong skills in strategic planning, issue/risk management and cross-functional execution.
• Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis
• Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency.
• Experience building workflows within a regulatory environment.

Base Pay Grade - L

Equity Grade - 6

• 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: $165,000 - $225,000
• USA base pay range (all other U.S. states) per year: $146,000 - $206,000

#LI-Remote

Remote-first with flexibility built in

• Affirm is proud to be a remote-first company.
• Most roles can be done from almost anywhere within the country of employment.
• Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work.
• All new hires will be invited to attend an in-person onboarding experience.

Benefits

designed for you

Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
• Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.

• We're committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we're happy to help.
• For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.
• By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.