Operations Enablement Manager

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Affirm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

📋 Description

• Lead and manage a team delivering complex, cross-functional programs and initiatives aligned with servicing strategy, OKRs, and business priorities • Develop program roadmaps and execution plans, tracking KPIs, timelines, budgets, dependencies, and risks • Partner with senior leaders and Product, Engineering, and Operations teams to deliver measurable business outcomes • Establish stakeholder engagement and governance practices and provide executive-ready communications • Identify risks, issues, and dependencies; propose data-backed solutions and drive resolution • Apply Lean Six Sigma methodologies to improve quality, efficiency, and compliance • Manage process and product changes from design and implementation through adoption and measurement • Build manuals and resources for human and AI agents with Product and Engineering teams • Architect and evolve the knowledge ecosystem, including SOPs, job aids, learning platforms, and AI-enabled knowledge tools • Design and create complex operational, instructional, and procedural content • Oversee onboarding, continuous learning, and new product rollout training programs • Partner with Product and Engineering to optimize customer and agent workflows and experiences • Take on additional program and project management responsibilities as needed

🎯 Requirements

• 7+ years of experience in program management or product operations • 2+ years of experience at a fintech or financial institution • 3+ years in a role scaling operations and providing ongoing coaching and feedback • Subject matter expertise in financial regulations including UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, and GDPR • Deep understanding of dispute management rules, response codes, and recommended response data • Certification in Six Sigma, Project Management, or Design Thinking • Success leading large-scale, cross-functional initiatives with measurable outcomes • Strong strategic planning, issue/risk management, and cross-functional execution skills • Excellent written and verbal communication skills, including executive-ready updates and stakeholder influence • Proficiency in process mapping and workflow analysis • Experience designing business processes that improve end-user experience, reduce risk, and increase workflow efficiency • Experience building workflows within a regulatory environment

🏖️ Benefits

• Monthly stipends for health, wellness and tech spending • 100% subsidized medical coverage, dental and vision for you and your dependents • Health care coverage with all premiums covered for all levels of coverage for you and your dependents • Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family forming expenses • Competitive vacation and holiday schedules • Employee stock purchase plan enabling employees to buy Affirm shares at a discount • Reasonable accommodations during the hiring process