Operations Enablement Lead

About the role

The Operations Enablement Lead drives scalable, compliant, and high-quality servicing experiences across the operations organization. In this role, the lead defines and executes strategies that enable servicing operations to scale efficiently while maintaining exceptional customer and partner outcomes. The position sets the vision for operational readiness, ensuring that people, processes, and enablement systems evolve in lockstep with the broader servicing strategy. As a member of the Operations Enablement team, the lead oversees a portfolio of cross-functional initiatives aligned with strategic priorities, driving delivery across timelines, dependencies, and measurable business outcomes. Responsibilities include defining servicing strategies through clear program roadmaps and execution plans, as well as directing planning, coordination, documentation, change management, and performance measurement. This role collaborates closely with partners across product, engineering, operations, compliance, and external vendors to align priorities and maintain operational readiness for business and regulatory changes.

Responsibilities

• Lead complex cross-functional programs and initiatives, ensuring alignment with servicing strategy, key objectives, and long-term business priorities.
• Define and execute servicing strategy by developing clear program roadmaps and execution plans while tracking progress against key performance indicators, timelines, and budgets.
• Drive enterprise-wide transformation improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• Collaborate with product and engineering teams to translate technical concepts into clear manuals and resources for both human and AI agents.
• Architect and evolve the knowledge ecosystem, including standard operating procedures, job aids, learning platforms, and AI-enabled knowledge tools, ensuring resources are accurate, engaging, and accessible at scale.
• Apply technical depth to plan, design, and create complex operational, instructional, and procedural content.
• Oversee end-to-end design and delivery of training programs, including onboarding, continuous learning, and new product rollouts, ensuring effectiveness through measurement and feedback loops.
• Anticipate and design for operational readiness tied to product launches, program expansions, and regulatory changes.
• Evaluate metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality to inform leadership decisions.
• Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders to drive alignment between organizational goals and day-to-day execution.
• Lead and coach augmented staff, contractors, and cross-functional contributors to deliver high-quality content and learning experiences.
• Facilitate structured change management practices to ensure global teams successfully adopt new processes, platforms, and resources.
• Manage additional program and project management responsibilities as needed, developing working knowledge across adjacent domains to support evolving business requirements.

Required Qualifications

• 5+ years of experience in program management or product operations.
• Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Demonstrated expertise in Lean Six Sigma, project or program management, and change management.
• Experience implementing and scaling knowledge management and training initiatives.
• Professional background working within regulated industries.
• Strong influence and communication skills, with demonstrated experience engaging executive leadership, coaching teams, and aligning diverse stakeholders.
• Analytical and data-driven mindset focused on measurable outcomes and continuous improvement.
• Experience operating effectively in ambiguous, high-growth environments.
• Demonstrated global perspective with experience supporting vendor or partner operations and distributed teams.

Preferred Qualifications

• Experience supporting large-scale or global operations.
• Lean Six Sigma Black Belt, PMP, or Prosci certification.
• Experience with Salesforce, Confluence, learning management systems, or AI-driven knowledge tools.
• Background in financial services, fintech, or consumer lending.

Compensation and Benefits

The annual base salary range for this position is: California, Washington, New York, New Jersey, and Connecticut: $130,000 - $180,000; all other U.S. locations: $115,000 - $165,000. Starting pay typically begins at the start of the pay range and is determined based on geographic location, experience, and job-related skills. Base pay is part of a total compensation package that may include equity rewards, an employee stock purchase plan, health coverage (medical, dental, and vision for employees and dependents), stipends for technology and wellness, and paid time off including vacation and holidays.

Work Environment and Location

This is a full-time, remote-first role based in the United States. Team members can perform their work remotely from almost anywhere within the country of employment. Individuals residing in proximity to an office location have the flexibility to work remotely, with occasional requirements to work on site.