Operations Enablement Lead

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

📋 Description

• Lead intricate cross-functional programs and initiatives that align with servicing strategy, OKRs, and business priorities.

• Define and implement servicing strategy through program roadmaps and execution plans.

• Monitor progress against KPIs, timelines, and budgets.

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

• Collaborate with Product and Engineering teams to translate technical concepts into manuals and resources for both human and AI agents.

• Architect and refine the knowledge ecosystem, which includes SOPs, job aids, learning platforms, and AI-assisted knowledge tools.

• Design and develop intricate operational, instructional, and procedural content.

• Oversee the complete design and delivery of onboarding, continuous learning, and new product rollout training programs.

• Anticipate operational needs related to product launches, program expansions, and regulatory changes.

• Utilize metrics, dashboards, qualitative feedback, and localization-quality assessments to derive insights and advise senior leadership.

• Counsel executives, cross-functional partners, and vendor leaders to align company objectives with execution.

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

• Promote the adoption of new processes, platforms, and resources through structured change management.

• Assume additional program and project management responsibilities as business requirements evolve.

⛳️ Requirements

• A minimum of 5 years of experience in program management or product operations, preferably within large-scale or global operations.

• A proven history of establishing strategy and delivering measurable impacts in efficiency, compliance, and customer experience.

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

• Experience with knowledge management and training platforms/tools, including Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools.

• Strong background in regulated industries, particularly in financial services, fintech, or consumer lending.

• Outstanding influence and communication skills.

• An analytical and data-driven mindset focused on measurable outcomes and continuous improvement.

• Comfort operating in ambiguous, high-growth environments.

• Experience in supporting vendor/partner operations and distributed teams.

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

🏝️ Benefits

• Base pay may include equity rewards.

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

• 100% subsidized medical coverage, including 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 formation expenses.

• Competitive vacation and holiday schedules.

• Employee stock purchase plan allowing employees to purchase Affirm shares at a discount.

• Remote-first work arrangement.

• Reasonable accommodations provided during the hiring process.