Knowledge Management Lead

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, resources evolve in lockstep with Affirm’s servicing strategy. 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.What You’ll DoSet 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 operationa...