Affirm · 13 hours ago
Knowledge Management Lead
United States
Full-time
Remote
Senior Level
$115K/yr - $155K/yr
5+ years expAffirm is reinventing credit to make it more honest and friendly, and they are seeking a leader to enable high quality servicing experience within their Operations organization. In this role, you will define and execute the strategy that enables Affirm’s servicing operations to scale efficiently and compliantly, while ensuring world-class customer and merchant experiences.
Financial ServicesFinTechLendingPayments
No H1B
Responsibilities
Set Strategic Direction: Define and execute the servicing strategy in lockstep with servicing leaders to enable high quality experiences
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
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
Qualification
Required
5+ years of experience in operational excellence, experience enablement, knowledge management or training leadership, 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
Preferred
Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred)
Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred)
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
Company
Affirm
Affirm is a financial technology services company that offers installment loans to consumers at the point of sale.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$7.57BKey Investors
New York Life InsuranceSixth StreetPGIM Fixed Income
2025-10-31Post Ipo Debt· $750M
2024-12-17Post Ipo Debt· $800M
2024-12-13Post Ipo Debt· $4B
Leadership Team
Max Levchin
Founder & CEO
Robert O'Hare
Chief Financial Officer
Recent News
Crowdfund Insider
2025-12-25
Company data provided by crunchbase