Operations Enablement Manager

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

📋 Description

• Lead and oversee a team responsible for delivering intricate, cross-functional programs and initiatives that align with servicing strategy, OKRs, and business objectives.

• Develop program roadmaps and implementation plans while tracking KPIs, timelines, budgets, dependencies, and risks.

• Collaborate with senior leaders along with Product, Engineering, and Operations teams to achieve measurable business results.

• Establish practices for stakeholder engagement and governance, providing communications suitable for executive audiences.

• Identify risks, issues, and dependencies; offer data-driven solutions and drive the resolution process.

• Utilize Lean Six Sigma methodologies to enhance quality, efficiency, and compliance.

• Manage changes in processes and products from design and implementation to adoption and assessment.

• Develop manuals and resources for both human and AI agents in collaboration with Product and Engineering teams.

• Design and enhance the knowledge ecosystem, which includes SOPs, job aids, learning platforms, and AI-enabled knowledge tools.

• Create and design complex operational, instructional, and procedural content.

• Oversee onboarding, continuous learning, and training programs for new product rollouts.

• Collaborate with Product and Engineering teams to optimize workflows and experiences for both customers and agents.

• Assume additional program and project management responsibilities as required.

⛳️ Requirements

• More than 7 years of experience in program management or product operations.

• At least 2 years of experience in a fintech or financial institution.

• Over 3 years in a role focused on scaling operations, including ongoing coaching and feedback.

• Subject matter expertise in financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, and GDPR.

• Comprehensive understanding of dispute management rules, response codes, and recommended response data.

• Certification in Six Sigma, Project Management, or Design Thinking.

• Proven success in leading large-scale, cross-functional initiatives with quantifiable outcomes.

• Strong skills in strategic planning, issue/risk management, and cross-functional execution.

• Excellent written and verbal communication abilities, including updates suitable for executives and stakeholder influence.

• Proficiency in process mapping and workflow analysis.

• Experience in designing business processes that enhance end-user experience, mitigate risk, and boost workflow efficiency.

• Experience in developing workflows within a regulatory environment.

🏝️ Benefits

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

• 100% subsidized medical, dental, and vision coverage for you and your dependents.

• Comprehensive 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 allowing employees to acquire Affirm shares at a discount.

• Reasonable accommodations provided during the hiring process.