Operations Enablement Lead

Role Overview

• 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.
• Set Strategic Direction & Roadmaps: Define program strategy and oversee the development of clear roadmaps and execution plans, ensuring progress is tracked against KPIs, timelines, budgets, dependencies, and risks.
• Lead & Develop Talent: Hire, coach, and develop a high-performing Operations Enablement team, providing ongoing feedback, performance management, and career development to build long-term organizational capability.
• Drive Cross-Functional Alignment: Partner with senior leaders and cross-functional stakeholders across Product, Engineering, Operations, and Compliance to align priorities, manage dependencies, and deliver measurable business outcomes.
• Establish Stakeholder Governance: Build strong stakeholder engagement and governance models, delivering clear, polished, and executive-ready communications on program status, risks, outcomes, and impact.
• Manage Risk & Delivery at Scale: Proactively identify risks, issues, and trade-offs across programs; guide data-backed decision-making; and ensure timely resolution in partnership with stakeholders.
• Lead Operational Excellence: Champion Lean Six Sigma and continuous improvement practices, guiding the team in identifying root causes, implementing scalable solutions, and raising the bar for quality, efficiency, and compliance.
• Own Change & Adoption: Oversee the end-to-end lifecycle of projects
• from design through implementation, change management, adoption, and measurement
• ensuring sustained outcomes for customers and the business.
• Oversee Knowledge & Enablement Systems: Provide strategic oversight of technical resources, knowledge management, and enablement systems (SOPs, job aids, learning platforms, AI-enabled tools), ensuring accuracy, usability, and scalability within your assigned domain.
• Guide Learning & Training Strategy: Set direction for end-to-end learning and training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through metrics, feedback loops, and continuous improvement.
• Champion Experience Improvements: Partner with Product and Engineering leaders to improve customer and agent experiences by aligning workflows, tooling, and operational processes with product intent.
• Scale Operations Enablement: Anticipate future operational needs driven by growth, regulatory change, and new product launches, ensuring the team and systems are prepared to support the business at scale.

Requirements

• 6+ years of experience in program management or product operations, preferably within large-scale or global operations.
• 2+ years of experience managing teams in fintech or financial services, including experience scaling operations in a regulated environment.
• Deep expertise in financial regulations such as UCC, Reg E, Reg Z, CARD Act, GLBA, UDAAP, GDPR, with strong knowledge of dispute management rules, response codes, and regulatory response requirements.
• Proven experience leading managers or senior ICs, including hiring, coaching, performance management, and team development.
• Certification in Lean Six Sigma, Project Management (PMP), or Design Thinking strongly preferred.
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
• Demonstrated success delivering large-scale, cross-functional initiatives with strong execution discipline and measurable outcomes.
• Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building.
• Exceptional written and verbal communication skills, with the ability to influence senior leaders and deliver executive-ready narratives.
• Advanced proficiency in process mapping, workflow analysis, and operational design.
• Proven experience designing compliant business processes that improve end-user experience, reduce risk, and increase operational efficiency.
• Experience building and scaling workflows within highly regulated environments.

Tech Stack

• PMP

Benefits

• Health care coverage
• Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets
• generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off
• competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP
• An employee stock purchase plan enabling you to buy shares of Affirm at a discount