Lead, Process Excellence

Lead, Process Excellence

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

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…