Manager of International Operations will play a pivotal role in shaping Affirm’s global operational footprint. This leader will be responsible for standing up international operations from the ground up, building high-performing teams, and designing scalable models to support Affirm’s customers and merchants worldwide.

You will own a broad mandate spanning customer service, merchant servicing, fraud operations, complaints, vendor management, workforce management and oversight (Quality Assurance and risk) across diverse geographies. As a leader, you are expected to think strategically, deliver measurable results, and create the operational infrastructure that becomes the blueprint for Affirm’s global servicing model.

This role is best suited for a builder-leader who thrives in ambiguity, operates at both strategic and executional levels, and can influence across functions to deliver customer delight while maintaining compliance and efficiency in regulated environments.

What You’ll Do:

• Build and Scale from Scratch: Establish Affirm’s international delivery function, including scalable organization design, setting up vendor/augmented roles and defining and delivering  operational playbooks. Serve as the architect of a repeatable, scalable global operations model adaptable to local regulatory and cultural nuances.
• Set Strategy & Execute with Excellence: Define and own the roadmap for international operations and expansion in partnership with product, compliance, engineering and global operations leadership. Work closely with the international operations enablement manager and act as a trusted partner and mentorAlign strategy with Affirm’s long-term global expansion goals, ensuring readiness across servicing, fraud, compliance, merchant and oversight support.
• Drive Performance & Accountability: Oversee daily operations through augmented staff and BPO vendor delivery across markets, ensuring adherence to SLAs, quality standards, and regulatory requirements.Leverage global operational performance  standards such as CSAT, Accuracy, TTR, FTR and ASA and productivity metrics to deliver the outcomes.
• Risk & Compliance Leadership: Proactively identify regulatory, reputational, and operational risks in international markets and partner with Risk, Legal, and Compliance to embed strong controls and mitigate exposures while enabling growth. Represent ops in the risk committees and own/mitigate issues and incidents. Support planned/ad-hoc internal and external audits
• Cross-Functional Partnership: Collaborate with Product, Engineering, Risk, and Commercial teams to design market-ready servicing solutions and support big merchant launches and new product launchesAct as a trusted partner and thought leader to senior executives on operational trade-offs and priorities.
• Leadership & Talent Development: Attract, inspire, and retain world-class talent across geographies.Build a culture of accountability, inclusion, and high performance—developing empathetic managers and customer-first teams.
• Model Affirm’s values by leading with clarity, consistency, and empathy across global teams.Culture carrier of Affirm global operationsContractual & Commercial Management.
• Negotiate and manage vendor contracts (BPOs, captive as a service partners), ensuring cost efficiency, SLA adherence, and performance accountability.
• Partner with Commercial, Legal, and Merchant Operations teams to negotiate and manage servicing-related merchant obligations and ensure contractual commitments are consistently met.

What We Look For:

• 12+ years of experience in international operations, global service delivery, or scaling complex, regulated businesses; fintech or financial services strongly preferred.
• 7+ years in leadership roles, including building teams and functions from scratch and leading globally distributed teams.
• Proven experience establishing international servicing operations including BPO vendor management, workforce strategy, process,  training, and quality assurance.
• Strong vendor management acumen: negotiating contracts, holding partners accountable, and driving high performance across regions.
• Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner.
• Track record of delivering operational excellence at scale—balancing customer satisfaction, regulatory adherence, and cost efficiency.
• Demonstrated success in navigating regulatory landscapes across multiple markets.
• Financial acumen to model operational costs, efficiency gains, and investment trade-offs.
• Executive-level influence: skilled at presenting insights, shaping strategy, and driving alignment at the most senior levels.
• Thrives in a fast-paced environment with constant change and a rapidly growing team.
• Makes measured, objective, data-driven decisions.Forward-thinking mindset with the ability to problem-solve complex issues to drive shared goals and outcomes across internal and external teams.
• Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner.
• Ability to operate as both a strategist and executor, comfortable shifting from long-term planning to in-the-weeds problem solving.
• Experience building customer-obsessed teams that elevate the end-user experience in every market served.Willingness to travel globally (30–40%) to support market launches, vendor oversight, and team development.

Compensation & Benefits
Pay Grade - K

Equity Grade - 4

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses 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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

ESP base pay range per year: €72,000 - €112,000

Additional benefits include:
• Flexible Spending Wallets for tech, food and lifestyle
• Away Days - wellness days to take off work and recharge
• Learning & Development programs
• Parental benefits
• Employee Resource & Community Groups

Please note that visa sponsorship is not available for this position.

#LI-Remote

Affirm is seeking a people leader to drive scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants.

Within an assigned enablement domain, you will set strategy and own a portfolio of programs. As a manager within the Operations Enablement team, you will own team-level strategy and lead a high-performing team responsible for delivering a portfolio of cross-functional initiatives tied to strategic priorities. You will be accountable for execution across timelines and dependencies, with clear ownership of measurable business impact.

This role partners cross-functionally with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory changes. You will serve as a connective leader between strategy and execution, driving adoption and measurable impact through strong people leadership and delivery rigor.

We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.

What you’ll do

• Own Program & Team Performance: Lead and manage a team responsible for delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.

• Set Strategic Direction & Roadmaps: Define program strategy and oversee the development of clear roadmaps and execution plans, ensuring progress is tracked against KPIs, timelines, budgets, dependencies, and risks.

• Lead & Develop Talent: Hire, coach, and develop a high-performing Operations Enablement team, providing ongoing feedback, performance management, and career development to build long-term organizational capability.

• Drive Cross-Functional Alignment: Partner with senior leaders and cross-functional stakeholders across Product, Engineering, Operations, and Compliance to align priorities, manage dependencies, and deliver measurable business outcomes.

• Establish Stakeholder Governance: Build strong stakeholder engagement and governance models, delivering clear, polished, and executive-ready communications on program status, risks, outcomes, and impact.

• Manage Risk & Delivery at Scale: Proactively identify risks, issues, and trade-offs across programs; guide data-backed decision-making; and ensure timely resolution in partnership with stakeholders.

• Lead Operational Excellence: Champion Lean Six Sigma and continuous improvement practices, guiding the team in identifying root causes, implementing scalable solutions, and raising the bar for quality, efficiency, and compliance.

• Own Change & Adoption: Oversee the end-to-end lifecycle of projects - from design through implementation, change management, adoption, and measurement - ensuring sustained outcomes for customers and the business.

• Oversee Knowledge & Enablement Systems: Provide strategic oversight of technical resources, knowledge management, and enablement systems (SOPs, job aids, learning platforms, AI-enabled tools), ensuring accuracy, usability, and scalability within your assigned domain.

• Guide Learning & Training Strategy: Set direction for end-to-end learning and training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through metrics, feedback loops, and continuous improvement.

• Champion Experience Improvements: Partner with Product and Engineering leaders to improve customer and agent experiences by aligning workflows, tooling, and operational processes with product intent.

• Scale Operations Enablement: Anticipate future operational needs driven by growth, regulatory change, and new product launches, ensuring the team and systems are prepared to support the business at scale.

What we look for

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

• 2+ years of experience managing teams in fintech or financial services, including experience scaling operations in a regulated environment.

• Deep expertise in financial regulations such as UCC, Reg E, Reg Z, CARD Act, GLBA, UDAAP, GDPR, with strong knowledge of dispute management rules, response codes, and regulatory response requirements.

• Proven experience leading managers or senior ICs, including hiring, coaching, performance management, and team development.

• Certification in Lean Six Sigma, Project Management (PMP), or Design Thinking strongly preferred.

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

• Demonstrated success delivering large-scale, cross-functional initiatives with strong execution discipline and measurable outcomes.

• Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building.

• Exceptional written and verbal communication skills, with the ability to influence senior leaders and deliver executive-ready narratives.

• Advanced proficiency in process mapping, workflow analysis, and operational design.

• Proven experience designing compliant business processes that improve end-user experience, reduce risk, and increase operational efficiency.

• Experience building and scaling workflows within highly regulated environments.

Pay Grade - J

Equity Grade - 4

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses 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.)

CAN base pay range per year: $102,000 - $142,000

This posting is for an existing vacancy.

#LI-Remote

Affirm is seeking a people leader to drive scalable, compliant, and high-quality servicing experiences across our Operations organization. In this role, you will define and execute strategies that enable servicing operations to scale efficiently while delivering exceptional outcomes for customers and merchants.

Within an assigned enablement domain, you will set strategy and own a portfolio of programs. As a manager within the Operations Enablement team, you will own team-level strategy and lead a high-performing team responsible for delivering a portfolio of cross-functional initiatives tied to strategic priorities. You will be accountable for execution across timelines and dependencies, with clear ownership of measurable business impact.

This role partners cross-functionally with Product, Engineering, Operations, Compliance, and vendor teams to ensure readiness for business and regulatory changes. You will serve as a connective leader between strategy and execution, driving adoption and measurable impact through strong people leadership and delivery rigor.

We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.

What you’ll do

• Own Program & Team Performance: Lead and manage a team responsible for delivering complex, cross-functional programs and initiatives, ensuring alignment with servicing strategy, OKRs, and long-term business priorities.

• Set Strategic Direction & Roadmaps: Define program strategy and oversee the development of clear roadmaps and execution plans, ensuring progress is tracked against KPIs, timelines, budgets, dependencies, and risks.

• Lead & Develop Talent: Hire, coach, and develop a high-performing Operations Enablement team, providing ongoing feedback, performance management, and career development to build long-term organizational capability.

• Drive Cross-Functional Alignment: Partner with senior leaders and cross-functional stakeholders across Product, Engineering, Operations, and Compliance to align priorities, manage dependencies, and deliver measurable business outcomes.

• Establish Stakeholder Governance: Build strong stakeholder engagement and governance models, delivering clear, polished, and executive-ready communications on program status, risks, outcomes, and impact.

• Manage Risk & Delivery at Scale: Proactively identify risks, issues, and trade-offs across programs; guide data-backed decision-making; and ensure timely resolution in partnership with stakeholders.

• Lead Operational Excellence: Champion Lean Six Sigma and continuous improvement practices, guiding the team in identifying root causes, implementing scalable solutions, and raising the bar for quality, efficiency, and compliance.

• Own Change & Adoption: Oversee the end-to-end lifecycle of projects - from design through implementation, change management, adoption, and measurement - ensuring sustained outcomes for customers and the business.

• Oversee Knowledge & Enablement Systems: Provide strategic oversight of technical resources, knowledge management, and enablement systems (SOPs, job aids, learning platforms, AI-enabled tools), ensuring accuracy, usability, and scalability within your assigned domain.

• Guide Learning & Training Strategy: Set direction for end-to-end learning and training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through metrics, feedback loops, and continuous improvement.

• Champion Experience Improvements: Partner with Product and Engineering leaders to improve customer and agent experiences by aligning workflows, tooling, and operational processes with product intent.

• Scale Operations Enablement: Anticipate future operational needs driven by growth, regulatory change, and new product launches, ensuring the team and systems are prepared to support the business at scale.

What we look for

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

• 2+ years of experience managing teams in fintech or financial services, including experience scaling operations in a regulated environment.

• Deep expertise in financial regulations such as UCC, Reg E, Reg Z, CARD Act, GLBA, UDAAP, GDPR, with strong knowledge of dispute management rules, response codes, and regulatory response requirements.

• Proven experience leading managers or senior ICs, including hiring, coaching, performance management, and team development.

• Certification in Lean Six Sigma, Project Management (PMP), or Design Thinking strongly preferred.

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

• Demonstrated success delivering large-scale, cross-functional initiatives with strong execution discipline and measurable outcomes.

• Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building.

• Exceptional written and verbal communication skills, with the ability to influence senior leaders and deliver executive-ready narratives.

• Advanced proficiency in process mapping, workflow analysis, and operational design.

• Proven experience designing compliant business processes that improve end-user experience, reduce risk, and increase operational efficiency.

• Experience building and scaling workflows within highly regulated environments.

Pay Grade - J
Equity Grade - 5

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses 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: $130,000 - $170,000
USA base pay range (all other U.S. states) per year: $115,000 - $155,000

#LI-Remote

Affirm is seeking an Operations Enablement leader to help 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 lockstep with Affirm’s servicing strategy. As a senior member of the Operations Enablement team, you will own a portfolio of cross-functional initiatives aligned to strategic priorities—driving delivery across timelines, dependencies, and measurable business outcomes. You will define and execute servicing strategies by developing clear program roadmaps and execution plans and be responsible for planning, coordination, documentation, change management and measurement across assigned initiatives to ensure operational readiness and measurable outcomes

This role works closely with partners across Product, Engineering, Operations, Compliance, and external vendors to align priorities and ensure readiness for key business and regulatory changes. Serving as a connector between servicing strategy and day-to-day execution, you will translate strategy into scalable operational capabilities.We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.

What You’ll Do:

• 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.
  
  
• Own Change End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.
  
  
• 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.
  
  
• Collaborate on Experience Improvements: Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
  
  
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

What We Look For

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations.
  
  
• 3+ years of experience at a fintech or financial institution, including 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members.
  
  
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others.  Have a deep understanding of dispute management rules, response codes, and recommended response data.
  
  
• Certification in Six Sigma, Project Management or Design Thinking.
  
  
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
  
  
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
  
  
• Strong skills in strategic planning, issue/risk management and cross-functional execution.
  
  
• Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders. 
  
  
• Proficiency in process mapping and workflow analysis.
  
  
• Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency. 
  
  
• Experience building workflows within a regulatory environment. 

Pay Grade - L
Equity Grade - 6

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses 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: $160,000 - $210,000
USA base pay range (all other U.S. states) per year: $142,000 - $192,000

Please note that visa sponsorship is not available for this position.

#LI-Remote

Affirm is seeking an Operations Enablement leader to help 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 lockstep with Affirm’s servicing strategy. As a senior member of the Operations Enablement team, you will own a portfolio of cross-functional initiatives aligned to strategic priorities—driving delivery across timelines, dependencies, and measurable business outcomes. You will define and execute servicing strategies by developing clear program roadmaps and execution plans and be responsible for planning, coordination, documentation, change management and measurement across assigned initiatives to ensure operational readiness and measurable outcomes

This role works closely with partners across Product, Engineering, Operations, Compliance, and external vendors to align priorities and ensure readiness for key business and regulatory changes. Serving as a connector between servicing strategy and day-to-day execution, you will translate strategy into scalable operational capabilities.We are looking for a hands-on, data-driven leader who thrives in complex, regulated environments and is passionate about building durable, high-quality servicing experiences at scale.

What You’ll Do:

• 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.
  
  
• Own Change End-to-End: Manage the full lifecycle of process and product changes—from design and implementation through change management, adoption, and measurement—ensuring meaningful impact for customers and the business.
  
  
• 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.
  
  
• Collaborate on Experience Improvements: Partner with Product and Engineering teams to deepen understanding of the current customer and agent experience and identify opportunities for workflow and experience optimization.
  
  
• Expand Program Scope: Take on additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business needs.

What We Look For

• 7+ years of experience in program management or product operations, preferably within large-scale or global operations.
  
  
• 3+ years of experience at a fintech or financial institution, including 3+ years in a role that involves scaling operations and providing ongoing coaching and feedback to team members.
  
  
• Subject matter expert on financial regulations such as UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR, among others.  Have a deep understanding of dispute management rules, response codes, and recommended response data.
  
  
• Certification in Six Sigma, Project Management or Design Thinking.
  
  
• Experience implementing and scaling knowledge management and training (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
  
  
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
  
  
• Strong skills in strategic planning, issue/risk management and cross-functional execution.
  
  
• Excellent written and verbal communication with the ability to deliver polished, executive-ready updates and influence stakeholders. 
  
  
• Proficiency in process mapping and workflow analysis.
  
  
• Proven experience designing business processes that drive a positive end user experience, reduce business risk and increase overall workflow efficiency. 
  
  
• Experience building workflows within a regulatory environment. 

Pay Grade - L
Equity Grade - 5

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses 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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $125,000 - $175,000

This posting is for an existing vacancy.

#LI-Remote

Affirm is seeking a senior leader to drive process excellence, training, knowledge management, and localization across our global Shared Services organization. In this role, you will define and execute the strategy that enables Affirm’s international operations to scale efficiently, compliantly, and with world-class customer and merchant experiences.

As an Operations Enablement Lead, you will set the vision for operational readiness, ensuring our people, processes, resources, and localized content evolve in lockstep with Affirm’s global growth. You will build and lead cross-functional initiatives to optimize workflows, strengthen knowledge systems, and design learning programs that accelerate performance across geographies and languages.You will partner closely with cross-functional stakeholders and augmented staff to drive operational readiness, streamline workflows, and deliver agent-facing resources that are accurate, engaging, and aligned with company goals and operational KPIs.

We are seeking a hands-on, data-driven leader who thrives in building efficient processes, structuring knowledge, and enabling high-impact learning for our global teams. This role will support both internal operations and external vendor/partner teams and will serve as a connector between global strategy and day-to-day execution, helping to scale Affirm’s customer and merchant support globally.

What You’ll Do:

• Set Strategic Direction: Define and execute the global strategy for process excellence, training, and knowledge management infused into localization needs and local/legal requirements across all international operational hubs and vendor partners.
• Lead Transformation Initiatives: Drive enterprise-wide process improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• 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.
• Drive Localization Strategy: Ensure knowledge and training content is culturally and linguistically adapted for global markets, partnering with localization vendors and internal teams to maintain consistency, compliance, and Affirm’s brand voice.
• 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, international expansion, and regulatory changes.
• Drive Operational 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 processes, localized content, and learning experiences.
• Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and localized resources through structured change management practices.

What You’ll Need to Succeed:

• 6+ years of experience in process excellence, operations enablement, knowledge management, training leadership, or localization strategy, 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, training, and localization systems (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
• Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
• Deep expertise in localization: experience managing multilingual content, coordinating with localization vendors, and ensuring training and knowledge resources resonate across markets.
• 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 travel up to 20–30% to support global sites and vendor partners.

Compensation & Benefits
Pay Grade - J

Equity Grade - 4

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses 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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

ESP base pay range per year: €69,000 - €99,000

Additional benefits include:
• Flexible Spending Wallets for tech, food and lifestyle
• Away Days - wellness days to take off work and recharge
• Learning & Development programs
• Parental benefits
• Employee Resource & Community Groups

Please note that visa sponsorship is not available for this position.

#LI-Remote