Operations Enablement Manager

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

📋 Description

• Lead and oversee a team that delivers intricate, cross-functional programs and initiatives that align with service strategies, OKRs, and business objectives.

• Create program roadmaps and execution strategies while monitoring KPIs, timelines, budgets, dependencies, and potential risks.

• Work closely with senior leaders, as well as Product, Engineering, and Operations teams, to achieve measurable business results.

• Establish best practices for stakeholder engagement and governance, while providing communications suitable for executive review.

• Identify risks, challenges, and dependencies; propose data-driven solutions and drive resolutions.

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

• Oversee changes in processes and products from design and implementation stages through to adoption and evaluation.

• Develop manuals and resources that simplify technical concepts for both human and AI agents.

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

• Create and implement onboarding, continuous learning, and product rollout training programs.

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

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

⛳️ Requirements

• A minimum of 7 years of experience in program management or product operations.

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

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

• Expertise in financial regulations, including 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 abilities in strategic planning, issue/risk management, and cross-functional execution.

• Exceptional written and verbal communication skills, featuring executive-ready updates and stakeholder influence.

• Proficiency in process mapping and workflow analysis.

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

• Background in building workflows within a regulatory framework.

🏝️ Benefits

• Equity rewards may be included in total compensation.

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

• Complete medical coverage for employees and their dependents at no cost.

• Dental and vision insurance for employees and their dependents.

• Flexible Spending Wallets offering stipends for technology, food, lifestyle needs, and family formation expenses.

• Generous vacation and holiday schedules.

• Employee stock purchase plan (ESPP) allowing employees to purchase Affirm shares at a discounted rate.

• Reasonable accommodations will be provided during the hiring process.