Operations Enablement Manager

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

📋 Description

• Oversee intricate cross-functional programs and initiatives that align with service strategies, OKRs, and long-term business goals.

• Create comprehensive program roadmaps and execution plans; monitor KPIs, timelines, budgets, dependencies, and risks.

• Partner with senior leadership and teams in Product, Engineering, and Operations to achieve measurable business results.

• Establish stakeholder engagement and governance practices while providing executive-level program updates.

• Identify risks, challenges, and dependencies; recommend data-driven solutions and steer resolutions.

• Utilize Lean Six Sigma methodologies to pinpoint root causes and implement scalable enhancements.

• Oversee process and product changes from design and implementation through to change management, adoption, and measurement.

• Convert technical concepts into manuals and resources for human and AI agents.

• Design and enhance knowledge systems, including SOPs, job aids, learning platforms, and AI-enabled knowledge tools.

• Create and deliver onboarding, continuous learning, and new-product training programs.

• Collaborate with Product and Engineering to refine customer and agent workflows and experiences.

• Assume additional program and project management responsibilities across related domains.

⛳️ Requirements

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

• 3+ years of experience in a fintech or financial institution, including over 3 years in a role focused on scaling operations and providing ongoing coaching and feedback to team members.

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

• In-depth understanding of dispute management rules, response codes, and recommended response data.

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

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

• Proven track record of successfully leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable results.

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

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

• Proficient in process mapping and workflow analysis.

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

• Experience in developing workflows within a regulatory environment.

• Willingness to travel as necessary for team collaboration, operational priorities, and vendor or partner engagements.

🏝️ Benefits

• 100% subsidized medical coverage for employees and their dependents.

• Dental and vision coverage for employees and their dependents.

• Monthly stipends for technology-related expenses.

• Monthly stipends for health and wellness expenditures.

• Flexible time off policy.

• Generous holiday schedule.

• Employee stock purchase plan (ESPP) that allows employees to acquire Affirm stock at a discounted rate.

• Remote-first work flexibility within the country of employment.

• In-person onboarding experience for all new hires.

• Inclusive interview process and accommodations for individuals with disabilities.