Knowledge Management Lead

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 leader to enable high quality servicing experience within our Operations organization. In this role, you will define and execute the strategy that enables our servicing operations to scale efficiently, compliantly, and with world‑class customer and merchant experiences.

• 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 and ensure 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.
• 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.

• 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.

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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).

$115,000 - $155,000

$102,000 - $142,000

Employees new to affirm typically come in at the start of the pay range.

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

• Health care coverage – we cover all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets –…