Buy now pay later without the fees. Flexible payment options with longer plans, lower payments, and no fees. Pay in 4 interest-free or get more time and see your total cost upfront. Backed by Battery, Khosla and Lightspeed.
About the role
As an Operations Enablement leader you will help to deliver scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable our servicing operations to grow efficiently while maintaining exceptional customer and merchant outcomes. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Own Program Performance: Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities
- Define Program Roadmaps: Develop clear program roadmaps and execution plans, tracking progress against KPIs, timelines, budgets, dependencies, and risks
- Partner for Impact: Collaborate closely with senior leaders and cross-functional partners across Product, Engineering, and Operations to align priorities and deliver measurable business outcomes
- Drive Stakeholder Engagement: Establish strong stakeholder engagement and governance practices, delivering clear, polished, and executive-ready communications on program status, outcomes, risks, and impact
- Manage Risk & Issue Resolution: Proactively identify risks, issues, and dependencies, propose data-backed solutions, and drive resolution in partnership with stakeholders
- Lead Operational Excellence: Apply Lean Six Sigma methodologies to identify root causes, implement scalable improvements, and continuously raise the bar for quality, efficiency, and compliance
More about this role
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.
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...
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