Job Title

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. Affirm is seeking a people leader to drive scalable, compliant, and highquality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants. Within an assigned enablement domain, you will set strategy and own a portfolio of programs. As a manager within the Operations Enablement team, you will own teamlevel strategy and lead a highperforming team responsible for delivering a portfolio of crossfunctional initiatives tied to strategic priorities. You will be accountable for execution across timelines and dependencies, with clear ownership of measurable business impact. This role partners crossfunctionally with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory changes. You will serve as a connective leader between strategy and execution, driving adoption and measurable impact through strong people leadership and delivery rigor. We are looking for a handson, datadriven leader who thrives in complex, regulated environments and is passionate about building durable, highquality servicing experiences at scale. What Youll Do Own Program & Team Performance: Lead and manage a team responsible for delivering complex, crossfunctional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and longterm 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 highperforming Operations Enablement team, providing ongoing feedback, performance management, and career development to build longterm organizational capability. Drive CrossFunctional Alignment: Partner with senior leaders and crossfunctional 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 executiveready communications on program status, risks, outcomes, and impact. Manage Risk & Delivery at Scale: Proactively identify risks, issues, and tradeoffs across programs; guide databacked decisionmaking; 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 endtoend 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, AIenabled tools), ensuring accuracy, usability, and scalability within your assigned domain. Guide Learning & Training Strategy: Set direction for endtoend 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. What We Look For 6+ years of experience in program management or product operations, preferably within largescale 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 AIdriven knowledge tools). Demonstrated success delivering largescale, crossfunctional initiatives with strong execution discipline and measurable outcomes. Strong strategic planning, risk management, and prioritization skills, with the ability to balance shortterm delivery and longterm capability building. Exceptional written and verbal communication skills, with the ability to influence senior leaders and deliver executiveready narratives. Advanced proficiency in process mapping, workflow analysis, and operational design. Proven experience designing compliant business processes that improve enduser experience, reduce risk, and increase operational efficiency. Experience building and scaling workflows within highly regulated environments. Pay Grade: J Equity Grade: 4 Base pay range per year: $102,000 - $142,000 Employees new to affirm typically come in at the start of the pay range. 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) are part of the total compensation package. 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. Affirm is proud to be a remotefirst company! The majority of our roles are remote and can be worked almost anywhere within the country of employment. While roles may occasionally require work out of the assigned affirm office, a limited number of roles remain officebased due to the nature of their responsibilities. EEO & Inclusive Hiring We believe Its On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. For U.S. positions that could be performed in Los Angeles or San Francisco: Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, affirm will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr