People Knowledge Experience Manager

About the role

Affirm is rethinking lending to make credit simpler, more transparent, and easier to use, with buy-now-pay-later flexibility and no hidden fees or compounding interest. The company is creating a centralized Employee Experience (EX) Hub to provide consistent, high-quality support to employees worldwide. This position sits where People Operations, employee experience, and AI enablement come together, shaping how the People Team delivers support from end to end.

You will build the knowledge base that supports this change and helps create self-service, AI-assisted support, and scalable service delivery across the organization. The role requires someone who can think strategically while also taking a hands-on approach to execution. AI-assisted workflows should be used to speed up system and process creation, but the work also involves doing the detailed implementation needed to make those systems functional.

In the first year, the main priority is to bring together scattered documentation, standardize it, and build a foundation for 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 duplicates, apply consistent formatting, and confirm accuracy. The goal is to create a centralized, AI-ready knowledge environment. From there, you will help design the systems, processes, and governance needed to turn that knowledge into compliant, reliable, and high-quality employee support. You will also help shape how knowledge, tools, and workflows connect so the People Ops function becomes more modern and efficient, and employees can find the right information at the right time through the right channels.

Responsibilities

• Own the end-to-end People knowledge ecosystem, including its structure, governance, and ongoing maintenance.
• Create knowledge architecture that is ready for AI, supports automation, and enables accurate and compliant AI-assisted employee experiences.
• Define how knowledge, intake, and support workflows should connect to increase self-service and lower manual case handling.
• Support 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-powered delivery that streamline People inquiries and improve service quality.
• Build governance controls, guardrails, and risk-reduction frameworks for AI use in a regulated HR setting.
• Create measurement frameworks and use data insights to improve knowledge quality and support results over time.
• Lead cross-functional programs from planning through delivery, driving alignment and scalable implementation of systems and workflows.
• Ensure teams are prepared for new programs, policies, and regulatory changes through scalable enablement.

Requirements

• Background in building or transforming knowledge management systems, shared services, or service delivery models, including from scratch or during major scale-up.
• Strong understanding of end-user experience in any field; experience in People Operations, employee experience, or HR service delivery is an advantage.
• Demonstrated use of AI-native workflows, including using AI to write scripts, organize complex data, and automate manual processes.
• Comfort working with agentic AI tools to bridge the gap between concept design and technical execution.
• Ability to switch between strategic planning and hands-on operational work in a fast-moving, uncertain environment.
• Proven success leading cross-functional work and influencing stakeholders without direct reporting authority.
• Good judgment in balancing innovation with compliance, risk, and employee impact.
• Visa sponsorship is not available for this position.

Compensation and benefits

The base pay grade for this role is J and the equity grade is 4. New hires typically start at the beginning of the salary range. Compensation is determined by factors such as location, experience, and job-related skills. For incentive-based positions, the range shown is the On Target Earnings range, which includes base pay plus incentive target.

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

Total compensation may also include equity awards, monthly stipends for health, wellness, and tech spending, and benefits such as fully subsidized medical coverage, dental, and vision insurance for you and your dependents.

Benefits

• Full premium coverage for medical, dental, and vision insurance for employees and dependents.
• Flexible spending wallets with generous allowances for technology, food, lifestyle needs, and family-forming expenses.
• Competitive vacation and holiday time off to rest and recharge.
• Employee stock purchase plan offering a discount on Affirm shares.

Work model and accessibility

This is a remote-first role, and most positions can be performed from almost anywhere in the country of employment. Some proximate roles may occasionally require work from an assigned office. A limited number of roles are office-based because of the nature of the work.

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

For applicants who may need it, the company also notes that its hiring process is designed to be accessible for people with disabilities.

Privacy and legal

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

For certain U.S. locations, qualified applicants with arrest and conviction records will be considered in accordance with applicable fair chance hiring requirements.