People Knowledge Experience Manager

Affirm

Knowledge Experience Manager at Affirm building centralized, AI-ready knowledge ecosystems for employee support. Focusing on transforming knowledge management and service delivery in People Operations.

Posted 5/1/2026full-timeRemote • California, Connecticut, New Jersey, New York, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $170,000 per yearWebsite

About the role

Key responsibilities & impact

Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management
Establish AI-ready knowledge structures that enable automation, support accurate and compliant AI-assisted experiences, and define the future-state integration between knowledge, case management, and AI support systems
Design how knowledge, intake and support workflows work together to improve self-service and reduce manual case volume
Partner on service model evolution, including triage, escalation, and knowledge-driven support design
Evaluate and implement tools for knowledge management, search, and AI-enabled delivery to automate People inquiries and improve overall service delivery
Establish clear governance, guardrails, and risk mitigation frameworks for the use of AI within a regulated HR environment to manage both operational and regulatory risk
Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes
Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows
Ensure readiness for new programs, policies, and regulatory changes through scalable enablement

Requirements

What you’ll need

Experience building or transforming knowledge management systems, service models, or shared services functions (0→1 or significant scale-up)
Strong understanding of end-user experience in any domain required, with specific experience in People Operations, employee experience, or HR service delivery a plus
Proven experience in AI-native workflows; specifically using AI to write scripts, structure complex data, and automate manual operations
Ability to operate strategically and execute operationally in a fast-paced, ambiguous environment
Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority
Strong judgment in balancing innovation with risk, compliance, and employee impact

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

knowledge management systemsAI-native workflowsautomationdata structuringcase managementservice model designworkflow designmeasurement frameworksrisk mitigation frameworksself-service improvement

Soft Skills

strategic thinkingoperational executioncross-functional leadershipstakeholder influencejudgmentinnovation balancingadaptabilitycommunicationcollaborationproblem-solving