Operations Enablement Manager

About Ops Enablement

The Operations Enablement team builds the capabilities required to deliver fast, accurate, and high-quality servicing experiences for Affirm’s customers and merchants—while identifying opportunities to eliminate the need for them to contact us in the first place. We partner across Operations, Product, Engineering, Vendor Management, Legal, and Compliance to ensure every agent is trained, equipped, and able to deliver measurable results from day one.

Operating across the full servicing lifecycle, we translate new products, policies, and business requirements into scalable operational capabilities. Our work includes designing training and operational readiness strategies, standing up new servicing experiences, defining and measuring interaction quality, and ensuring agents can quickly access the information they need to resolve issues correctly.

We use performance insights, customer contact drivers, quality trends, and agent feedback to identify capability gaps and their root causes. We then build the learning programs, quality frameworks, knowledge systems, processes, and tools needed to close those gaps—while helping our Product and Engineering partners address friction upstream rather than requiring agents to absorb it downstream. By owning the full journey—from operationalizing new products and policies to improving existing workflows—Operations Enablement turns complex change into consistent, compliant, and high-quality servicing at scale.

One Role, Multiple Teams

We are hiring multiple Manager roles across Affirm's Ops Enablement organization through this single job posting. Rather than interviewing for one specific team, candidates will go through a shared interview process designed to assess the core skills we look for across Ops Enablement.

If selected, we will work with you to determine the best team match based on your interests, experience, strengths, and current business needs. You will have the opportunity to learn more about our teams and share your preferences as you move through the process.

Potential team placements include:

• Customer Enablement: Owning and improving specific customer servicing experiences across multiple product offerings
• Horizontal Enablement: Owning programs that touch multiple customer servicing experiences for specific product offerings

About the Role

As an Operations Enablement leader you will help to deliver 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 grow 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 senior 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.
• 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.
• 3+ years of experience at a fintech or financial institution, including 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
• Experience implementing and scaling knowledge management and training (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 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. 
• Willingness to travel as needed to support team collaboration, operational priorities, and vendor or partner engagements.

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.