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.

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 travel up to 20–30% to support global sites and vendor partners.

Benefits

Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

program managementproduct operationsLean Six Sigmachange managementknowledge managementtraining program designdata-driven methodologiesproject managementKPI trackingbudget management

Soft Skills

influencecommunicationcoachingstakeholder alignmentanalytical mindsetcontinuous improvementstrategic thinkingcollaborationadaptabilityleadership

Certifications

Lean Six Sigma Black BeltPMPProsci certification