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 affirm’s servicing operations to scale efficiently, compliantly, and with world class customer and merchant experiences.

We are looking for someone who can set the vision for operational readiness, ensuring our people, processes and resources evolve in lockstep with affirm’s servicing strategy. You will build and lead cross functional initiatives to optimise 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 enabling servicing experiences in the operations space. This role will support both internal operations and external vendor partner teams and will serve as a connector between servicing strategy and day to day execution, helping to scale affirm’s servicing experience.

• 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 localisation 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.

• 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 builders…