Operations Enablement Lead

Remote Canada

---

At Affirm, we exist for the moments that matter-giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

About the Position

The Operations Enablement team builds the capabilities required to deliver fast, accurate, and high-quality servicing experiences for Affirm’s customers and merchants-while identifying opportunities to eliminate the need for them to contact us in the first place. We partner across Operations, Product, Engineering, Vendor Management, Legal, and Compliance to ensure every agent is trained, equipped, and able to deliver measurable results from day one.

Operating across the full servicing lifecycle, we translate new products, policies, and business requirements into scalable operational capabilities. Our work includes designing training and operational readiness strategies, standing up new servicing experiences, defining and measuring interaction quality, and ensuring agents can quickly access the information they need to resolve issues correctly.

We use performance insights, customer contact drivers, quality trends, and agent feedback to identify capability gaps and their root causes. We then build the learning programs, quality frameworks, knowledge systems, processes, and tools needed to close those gaps-while helping our Product and Engineering partners address friction upstream rather than requiring agents to absorb it downstream. By owning the full journey-from operationalizing new products and policies to improving existing workflows-Operations Enablement turns complex change into consistent, compliant, and high-quality servicing at scale.

Responsibilities

• Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.
• Set Strategic Direction: Define and execute the servicing strategy developing clear program roadmaps and execution plans, tracking progress against KPIs, timelines, and budgets.
• Lead Transformation Initiatives: Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Build Technical Resources: Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Elevate Knowledge Management: Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• Translate Technical Concepts: Apply technical depth to plan, design, and create complex operational, instructional, and procedural content, translating technical concepts into clear resources for both human and AI agents.
• Own Learning & Training Strategy: Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• Champion Global Readiness: Anticipate and design for operational needs tied to product launches, program expansion, and regulatory changes.
• Drive Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
• Influence & Partner at Scale: Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders - driving alignment between company goals and day-to-day execution.
• Build a High-Performing Ecosystem: Lead and coach augmented staff, contractors, and cross-functional contributors to deliver world-class content and learning experiences.
• Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and resources through structured change management practices.
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

Requirements

• 5+ years of experience in program management or product operations, preferably within large-scale or global operations.
• Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred).
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
• Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
• Exceptional influence and communication skills, with the ability to engage executives, coach teams, and align diverse stakeholders.
• Analytical and data-driven mindset, with a focus on measurable outcomes and continuous improvement.
• Comfort operating in ambiguous, high-growth environments with a builder’s mindset.
• Global perspective with experience supporting vendor/partner operations and distributed teams.
• Willingness to provide occasional support outside regular working hours, including evenings, weekends, and holidays, to address time-sensitive operational needs.
• Willingness to travel as needed to support team collaboration, operational priorities, and vendor or partner engagements.

We Offer

• Competitive Salary: CAN base pay range per year: $101,000 - $151,000 CAD
• Equity Grade: 4
• Health Coverage: 100% of premiums for employees and their dependents.
• Spending Stipends: Monthly stipends for health, wellness, and tech spending.
• Flexible Time Off: Generous holiday calendars and flexible time off.
• Employee Stock Purchase Plan (ESPP): Opportunity to buy Affirm stock at a discount.

About the Company

Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.

Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
• Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.

We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.

By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.