People Knowledge Experience Manager

About the company

Affirm is rethinking credit so it feels clearer and more consumer-friendly, helping people purchase now and pay over time without hidden charges or compounding interest.

Role overview

Affirm is creating a centralized, scalable Employee Experience (EX) Hub to provide consistent, high-quality support to employees around the world. This position sits at the crossroads of People Operations, employee experience, and AI enablement, and it will shape how the People Team delivers end-to-end support. The core mission is to build the knowledge base that powers this change, unlocking self-service, AI-assisted support, and support delivery that can scale across the business.

This is a hands-on builder role for someone who can think strategically while also executing in detail. You should be comfortable using AI-assisted workflows to speed up system and process design, and equally willing to do the operational work needed to bring them to life. It is not a purely advisory position; success depends on both setting the direction and personally driving results. In the first year, the main priority is to bring scattered documentation together and standardize it so it can support future system and governance design. You will work closely with Centers of Excellence and subject matter experts across People and related teams to collect content, remove duplication, apply consistent formatting, and verify accuracy. That work will create a centralized knowledge environment that is ready for AI. From there, you will design the systems, workflows, and governance needed to turn that knowledge into consistent, compliant, and high-quality employee support. You will also help define how knowledge, tools, and workflows connect so People Operations becomes more modern and efficient, and employees get the right information through the right channel at the right time.

What you'll do

• Develop and maintain a central People knowledge system, including taxonomy, governance rules, and lifecycle ownership.
• Create knowledge structures that are ready for AI, support safe automation, and shape how knowledge, case handling, and AI support tools will connect in the future.
• Design the relationship between knowledge, intake, and support workflows to strengthen self-service and lower manual case load.
• Partner on the evolution of the service model, including triage, escalation, and knowledge-led support design.
• Assess and roll out tools for knowledge management, search, and AI-enabled delivery to automate People-related inquiries and improve service quality.
• Set guardrails, governance, and risk controls for AI use in a regulated HR setting to manage both operational and compliance risk.
• Build measurement frameworks and apply insights to improve knowledge quality and support results over time.
• Lead cross-functional initiatives from planning through delivery, ensuring alignment, execution, and scalable rollout of systems and workflows.
• Prepare the organization for new programs, policies, and regulatory updates through scalable enablement.

What we are looking for

• Experience creating or transforming knowledge management systems, service models, or shared services functions, including 0-to-1 builds or major scaling efforts.
• Strong understanding of end-user experience in any domain; experience in People Operations, employee experience, or HR service delivery is a plus.
• Hands-on experience with AI-native workflows, including using AI to write scripts, structure complex data, and automate manual work; comfort with agentic AI tools is important.
• Ability to switch between strategic thinking and operational execution in a fast-moving, ambiguous environment.
• Demonstrated success leading cross-functional work and influencing stakeholders without formal authority.
• Sound judgment in balancing innovation with risk, compliance, and employee impact.

Compensation and benefits

Base Pay Grade: J. Equity Grade: 4. Employees who join Affirm typically start at the lower end of the pay band. Compensation is determined by several factors, including location, experience, and job-related skills. For incentive-based positions, the range shown reflects the On Target Earnings (OTE), which combines annual base pay and the incentive target.

CAN On Target Earnings per year: $101,000 to $151,000.

Base pay is only one part of the total package, which may also include equity awards, monthly stipends for health, wellness, and tech spending, plus benefits such as fully subsidized medical coverage, dental, and vision for employees and dependents.

• Health coverage with all premiums paid by Affirm for all coverage levels for employees and dependents.
• Flexible spending wallets with generous allowances for technology, food, lifestyle, and family-forming expenses.
• Competitive vacation and holiday time off to support rest and recovery.
• Employee stock purchase plan with the ability to buy Affirm shares at a discount.

Additional information

Visa sponsorship is not offered for this role.

Affirm operates as a remote-first company. Most roles can be performed from almost anywhere within the country of employment. In proximal roles, remote work is available, though occasional visits to the assigned office may be required. A limited number of positions are office-based because of the nature of the work.

Affirm is committed to an inclusive interview process and can provide reasonable accommodations to candidates who need support during hiring.

For positions that may be based in Los Angeles or San Francisco, qualified applicants with arrest and conviction records will be considered in line with applicable Fair Chance hiring requirements.

By submitting an application, you confirm that you have reviewed Affirm's Global Candidate Privacy Notice and consent to the collection, processing, use, and storage of your personal information as described there.