Operations Enablement Manager (Fintech)

Location: Remote Canada; open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. Occasional in-person work and onboarding may be required.

Base pay: CAD 128,000–188,000 per year.

Company

Affirm provides transparent, predictable pay-over-time solutions and develops customer and merchant servicing capabilities.

What you will do

• Lead complex cross-functional programs aligned with servicing strategy, OKRs, timelines, budgets, dependencies, risks, and measurable outcomes.
• Define program roadmaps, execution plans, governance practices, stakeholder communications, and executive-ready status updates.
• Partner with Product, Engineering, Operations, Compliance, senior leaders, vendors, and other stakeholders to deliver operational and regulatory changes.
• Apply Lean Six Sigma, process mapping, workflow analysis, and data-backed problem solving to improve quality, efficiency, compliance, and customer and agent experiences.
• Manage changes end to end, including design, implementation, change management, adoption, measurement, and operational readiness.
• Build technical manuals, SOPs, job aids, learning programs, and AI-enabled knowledge resources for human and AI agents.

Requirements

• 7+ years of experience in program management or product operations, preferably in large-scale or global operations.
• 3+ years of experience at a fintech or financial institution, including 3+ years scaling operations and providing ongoing coaching and feedback to team members.
• Subject matter expertise in financial regulations including UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, and GDPR, with deep knowledge of dispute management rules, response codes, and recommended response data.
• Certification in Six Sigma, Project Management, or Design Thinking.
• Experience implementing and scaling knowledge management and training using Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools.
• Demonstrated success leading large-scale, cross-functional initiatives with strong execution, stakeholder alignment, and measurable outcomes.
• Strong strategic planning, issue and risk management, and cross-functional execution skills.
• Excellent written and verbal communication skills, including the ability to deliver polished executive-ready updates and influence stakeholders.
• Proficiency in process mapping and workflow analysis, with experience designing business processes that improve end-user experience, reduce business risk, and increase workflow efficiency.
• Experience building workflows within a regulatory environment.
• Willingness to travel as needed for team collaboration, operational priorities, and vendor or partner engagements.

Culture & Benefits

• Remote-first work with flexibility within the country of employment.
• Health coverage with 100% of premiums covered for employees and dependents.
• Monthly technology, health, and wellness spending stipends.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan with the ability to buy company stock at a discount.
• Inclusive interview process with accommodations available for candidates with disabilities.

Hiring process

• Shared interview process assessing core Operations Enablement skills across multiple manager roles.
• Team placement is determined during the process based on interests, experience, strengths, and business needs.
• Selected candidates can learn about potential teams and share preferences during interviews.