Knowledge Management Lead

Who you are

You have a proven track record in operations management, with experience leading cross-functional teams to optimize workflows and enhance customer service experiences. Your hands-on approach and data-driven mindset enable you to make informed decisions that align with company goals. You thrive in dynamic environments and are adept at managing multiple initiatives simultaneously, ensuring that all aspects of operations are running smoothly and efficiently.

You possess excellent communication skills, allowing you to effectively collaborate with various stakeholders, including internal teams and external partners. Your ability to translate complex operational strategies into actionable plans is key to your success. You are passionate about creating engaging and accurate resources for team members, ensuring they have the tools they need to excel in their roles.

Your leadership style is inclusive and empowering, fostering a culture of continuous improvement and learning within your team. You understand the importance of operational readiness and are committed to evolving processes and resources in line with the company's servicing strategy. You are also skilled in analyzing data to drive performance improvements and enhance customer satisfaction.

Desirable

Experience in the financial services industry or a related field is a plus. Familiarity with knowledge management systems and learning program design will further enhance your ability to succeed in this role.

What you'll do

In this role, you will set the strategic direction for Affirm's servicing operations, working closely with servicing leaders to define and execute a comprehensive servicing strategy. You will lead transformation initiatives that optimize workflows and enhance the overall customer experience. Your focus will be on ensuring that all operational processes are compliant, efficient, and aligned with company objectives.

You will build and lead cross-functional initiatives aimed at strengthening knowledge systems and designing learning programs that accelerate performance across various geographies and languages. By partnering with stakeholders, you will drive operational readiness and streamline workflows, ensuring that agent-facing resources are accurate and engaging.

Your role will involve analyzing performance metrics and operational KPIs to identify areas for improvement. You will be responsible for implementing best practices and fostering a culture of continuous learning within the operations team. Additionally, you will serve as a connector between the servicing strategy and day-to-day execution, ensuring that all team members are equipped to deliver exceptional service.

What we offer

At Affirm, you will be part of a mission-driven organization that is committed to reinventing credit for consumers. We offer a collaborative work environment where your contributions will have a direct impact on our operations and customer experiences. You will have the opportunity to work with a talented team of professionals dedicated to creating a more honest and friendly credit experience.

We encourage you to apply even if your experience doesn't match every requirement. We value diverse perspectives and are committed to fostering an inclusive workplace where everyone can thrive. Join us in our mission to make credit more accessible and transparent for all.