Operations Enablement Lead
New
A
AffirmFintech
The majority of our roles are remote and you can work almost anywhere within the country of employment.Full-TimeLead
SalaryCAN base pay range per year: $101,000 - $151,000 CAD
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceProduct OperationsChange ManagementConfluence
Requirements
- 5+ years of experience in program management or product operations.
- Proven track record of setting strategy and delivering impact across efficiency, compliance, and customer experience.
- Expertise in Lean Six Sigma, project/program management, and change management.
- Experience implementing and scaling knowledge management and training platforms like Salesforce or Confluence.
- Strong background in regulated industries such as financial services or consumer lending.
- Exceptional influence and communication skills to align diverse stakeholders.
- Analytical and data-driven mindset focused on measurable outcomes.
- Comfort operating in ambiguous, high-growth environments.
- Global perspective with experience supporting vendor/partner operations.
- Willingness to travel up to 20–30% to support global sites and vendor partners.
Responsibilities
- Lead complex cross-functional programs and initiatives ensuring alignment with servicing strategy, OKRs, and business priorities.
- Define and execute servicing strategy by developing clear program roadmaps and execution plans while tracking KPIs, timelines, and budgets.
- Drive enterprise-wide improvements leveraging Lean Six Sigma, change management, and data-driven methodologies.
- Collaborate with product and engineering teams to translate technical concepts into manuals and resources for human and AI agents.
- Architect and evolve the knowledge management ecosystem, including SOPs, job aids, and learning platforms.
- Oversee end-to-end design and delivery of training programs for onboarding and product rollouts.
- Use metrics and dashboards to assess workflows, knowledge adoption, and training impact while influencing senior leadership.
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