People Knowledge Experience Manager

🕒 May 1

🏄 California, Connecticut, +3 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $115k - $170k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👥 People Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management • Establish AI-ready knowledge structures that enable automation, support accurate and compliant AI-assisted experiences, and define the future-state integration between knowledge, case management, and AI support systems • Design how knowledge, intake and support workflows work together to improve self-service and reduce manual case volume • Partner on service model evolution, including triage, escalation, and knowledge-driven support design • Evaluate and implement tools for knowledge management, search, and AI-enabled delivery to automate People inquiries and improve overall service delivery • Establish clear governance, guardrails, and risk mitigation frameworks for the use of AI within a regulated HR environment to manage both operational and regulatory risk • Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes • Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows • Ensure readiness for new programs, policies, and regulatory changes through scalable enablement

🎯 Requirements

• Experience building or transforming knowledge management systems, service models, or shared services functions (0→1 or significant scale-up) • Strong understanding of end-user experience in any domain required, with specific experience in People Operations, employee experience, or HR service delivery a plus • Proven experience in AI-native workflows; specifically using AI to write scripts, structure complex data, and automate manual operations • Ability to operate strategically and execute operationally in a fast-paced, ambiguous environment • Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority • Strong judgment in balancing innovation with risk, compliance, and employee impact

🏖️ 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