Operations Enablement Manager

The posting, as Affirm wrote it

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 Ops Enablement

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.

One Role, Multiple Teams

We are hiring multiple Manager roles across Affirm's Ops Enablement organization through this single job posting. Rather than interviewing for one specific team, candidates will go through a shared interview process designed to assess the core skills we look for across Ops Enablement.

If selected, we will work with you to determine the best team match based on your interests, experience, strengths, and current business needs. You will have the opportunity to learn more about our teams and share your preferences as you move through the process.

Potential team placements include

• Customer Enablement: Owning and improving specific customer servicing experiences across multiple product offerings
• Horizontal Enablement: Owning programs that touch multiple customer servicing experiences for specific product offerings

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.

You will set the vision for operational readiness, ensuring that people, processes, and enablement systems evolve in lock
[…]
uses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $165,000 - $225,000
USA base pay range (all other U.S. states) per year: $146,000 - $206,000

#LI-Remote

Remote-first with flexibility built in
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.

Benefits designed for you
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.

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