Operations Enablement Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee intricate cross-functional programs and initiatives that align with servicing strategy, OKRs, and long-term business objectives.

• Formulate and implement servicing strategy through detailed program roadmaps and execution plans.

• Monitor progress against KPIs, timelines, and budgetary constraints.

• Propel enterprise-wide enhancements utilizing Lean Six Sigma, change management, and data-driven approaches.

• Collaborate with Product and Engineering teams to develop manuals and resources for both human and AI agents.

• Design and advance the knowledge ecosystem, encompassing SOPs, job aids, learning platforms, and AI-enhanced knowledge tools.

• Create and conduct onboarding, ongoing education, and new product introduction training programs.

• Anticipate operational requirements for product launches, program expansions, and regulatory adjustments.

• Evaluate workflows, knowledge adoption, training effectiveness, and localization quality using metrics, dashboards, and qualitative insights.

• Provide guidance to executives, cross-functional partners, and vendor leaders.

• Lead and mentor augmented staff, contractors, and cross-functional contributors.

• Foster adoption of new processes, platforms, and resources through organized change management.

• Assume additional program and project management duties as necessary.

⛳️ Requirements

• Minimum of 5 years of experience in program management or product operations, ideally within large-scale or global operations.

• Demonstrated history of establishing strategy and achieving measurable results across efficiency, compliance, and customer experience.

• Proficiency in Lean Six Sigma, project/program management, and change management practices.

• Experience in implementing and scaling knowledge management and training using Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools.

• Strong expertise in regulated sectors such as financial services, fintech, or consumer lending is highly preferred.

• Outstanding influence and communication abilities, with the capability to engage executives, coach teams, and align diverse stakeholders.

• Analytical and data-oriented mindset focused on measurable results and continuous enhancement.

• Comfortable working in ambiguous, high-growth settings with a builder’s mentality.

• Global perspective with experience in supporting vendor/partner operations and distributed teams.

• Willingness to travel up to 20–30% to assist global sites and vendor partners.

• Black Belt, PMP, or Prosci certification is preferred.

🏝️ Benefits

• Monthly stipends for health, wellness, and technology expenses.

• Complete medical coverage, including dental and vision for you and your dependents, fully subsidized.

• Flexible Spending Wallets with generous stipends for Technology, Food, various Lifestyle needs, and family planning expenses.

• Competitive vacation and holiday schedules.

• Employee stock purchase plan allowing employees to acquire shares of Affirm at a discounted rate.

• Reasonable accommodations provided during the hiring process.