About this role

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. 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

Source listing: greenhouse_affirm