People Knowledge Experience Manager

About the role

Affirm is working to reshape credit into something clearer and more customer-friendly, with the option to buy now and pay later without hidden charges or compound interest. The company 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. It will define how the People team delivers support from start to finish and build the knowledge base that supports self-service, AI-assisted help, and scalable service delivery across the business.

This is a hands-on builder position for someone who can think strategically while also getting into the details of execution. The work will involve using AI-supported methods to speed up system and process creation, while still doing the practical work needed to make those systems real. In the first year, the main priority will be bringing together scattered documentation and turning it into a standardized foundation for future governance and system design. You will work closely with Centers of Excellence and subject matter experts across People and adjacent teams to collect distributed content, remove duplicates, apply consistent formatting, and confirm accuracy. The result will be a centralized, AI-ready knowledge environment.

Once that base is in place, you will help design the systems, processes, and governance needed to turn consolidated knowledge into reliable, compliant, and high-quality employee support. You will also influence how knowledge, tools, and workflows connect to create a more modern and efficient People Operations function, ensuring employees get the right information at the right time through the right channel.

What you'll do

• Own and develop a centralized People knowledge ecosystem, including its taxonomy, governance model, and content lifecycle.
• Create knowledge structures that are ready for AI, support accurate and compliant AI-assisted experiences, and define how knowledge, case management, and AI support tools should connect in the future.
• Shape how knowledge, intake, and support workflows work together to increase self-service and reduce manual case handling.
• Contribute to service model improvements, including triage, escalation, and knowledge-led support design.
• Assess and roll out tools for knowledge management, search, and AI-enabled delivery that automate People inquiries and strengthen service delivery.
• Set guardrails, governance, and risk controls for AI use in a regulated HR environment to manage operational and compliance risk.
• Build measurement frameworks and use data insights to improve knowledge quality and support results over time.
• Lead cross-functional programs from planning through delivery, creating alignment and enabling scalable system and workflow adoption.
• Prepare the organization for new programs, policy updates, and regulatory changes through scalable enablement.

What we're looking for

We are seeking someone who has built or materially improved knowledge management systems, shared services functions, or service models, especially in 0-to-1 environments or major scale-up situations. Experience in People Operations, employee experience, HR service delivery, or another end-user support setting is preferred.

The right candidate should also have practical experience using AI-first workflows, including using AI to draft scripts, structure complex data, and automate manual work. Comfort with agentic AI tools is important for turning ideas into workable operational solutions.

This role requires the ability to move between strategy and execution in a fast-moving, uncertain environment. You should be able to lead initiatives across teams, influence stakeholders without direct authority, and make sound decisions that balance innovation with compliance and employee impact.

Compensation and pay

Base Pay Grade: J

Equity Grade: 4

Affirm states that new hires typically enter at the beginning of the pay range. Compensation is determined by several factors, including location, experience, and role-specific skills. For incentive-based roles, the range shown reflects on-target earnings, which include annual base pay plus the incentive target.

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

Benefits and perks

Base pay is only one part of the total compensation package. The role may also include equity rewards, monthly stipends for health, wellness, and technology expenses, and benefits such as fully subsidized medical coverage, dental coverage, and vision coverage for you and your dependents.

Additional benefits include:

• Full premium coverage for health care for you and your dependents.
• Flexible spending wallets with generous support for technology, food, lifestyle expenses, and family-forming costs.
• Competitive vacation and holiday time off so you can rest and recharge.
• Employee stock purchase plan that allows you to buy Affirm shares at a discount.

Other information

This is a remote-first role, and most positions can be performed from almost anywhere within the country of employment. Some proximal roles may still require occasional visits to an assigned office, and a limited number of roles remain office-based depending on job needs.

Visa sponsorship is not available for this position.

Affirm is committed to providing an inclusive interview experience and can offer reasonable accommodations to candidates who need individualized support during hiring.

For applicants in U.S. roles that could be performed in Los Angeles or San Francisco, qualified candidates with arrest or conviction records will be considered in line with applicable fair chance hiring laws.

By submitting an application, you acknowledge 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 in that notice.