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Knowledge Management Lead
19 minutes ago
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. What You’ll Do 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. What We Look For 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. Compensation Base Pay Grade: IEquity Grade: 3 Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, employees may be eligible for equity rewards offered by Favor Holdings, Inc. (parent company). CAN base pay range per year: $90,000 - $130,000 Please note that visa sponsorship is not available for this position. Location & Travel Affirm is proud to be a remote-first company The majority of our roles are remote and can be performed almost anywhere within the country of employment. Some proximal roles have the flexibility to work remotely, but may occasionally be required to work out of an assigned office. Certain roles remain office-based due to job responsibilities. 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. E‑EO Statement We believe it’s on us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. For U.S. positions that could be performed in Los Angeles or San Francisco: pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, affirm will consider for employment qualified applicants with arrest and conviction records. By clicking “Submit Application,” you acknowledge that you have read affirm’s Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Consulting, Information Technology, and Sales #J-18808-Ljbffr
