People Knowledge Experience Manager

1 hour, 11 minutes ago
Full-time
Lead
Project and Program Management
Affirm

Affirm

Affirm offers a transparent buy now, pay later service founded in 2012 by Max Levchin. No late fees or surprises, just a responsible way to pay over time for your favorite brands.

Diversified Financial Services
1K-5K
Founded 2012

Description

  • Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management.
  • Establish AI-ready knowledge structures that support automation and compliant AI-assisted experiences.
  • Design how knowledge, intake, and support workflows work together to improve self-service and reduce manual case volume.
  • Partner on service model evolution, including triage, escalation, and knowledge-driven support design.
  • Evaluate and implement tools for knowledge management, search, and AI-enabled delivery to automate People inquiries and improve service delivery.
  • Establish governance, guardrails, and risk mitigation frameworks for AI use in a regulated HR environment.
  • Create measurement frameworks and use insights to improve knowledge quality and support outcomes.
  • Lead cross-functional programs from planning through execution to drive alignment and scalable implementation.
  • Ensure readiness for new programs, policies, and regulatory changes through scalable enablement.
  • Consolidate, standardize, and validate fragmented documentation in partnership with COEs and SMEs.

Requirements

  • Experience building or transforming knowledge management systems, service models, or shared services functions at 0→1 or significant scale.
  • Strong understanding of end-user experience in any domain.
  • Experience in People Operations, employee experience, or HR service delivery is a plus.
  • Proven experience in AI-native workflows, including using AI to write scripts, structure complex data, and automate manual operations.
  • Comfort using agentic AI tools to bridge conceptual design and technical implementation.
  • Ability to operate strategically and execute operationally in a fast-paced, ambiguous environment.
  • Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
  • Strong judgment in balancing innovation with risk, compliance, and employee impact.
  • Visa sponsorship is not available for this position.

Benefits

  • CAN On Target Earnings of $102,000 to $142,000 per year.
  • Base pay plus equity rewards and monthly stipends for health, wellness, and tech spending.
  • 100% subsidized medical coverage for you and your dependents.
  • Dental and vision coverage for you and your dependents.
  • Remote-first work environment with flexibility to work almost anywhere within the country of employment.
  • Competitive vacation and holiday schedules.
  • Flexible Spending Wallets for technology, food, lifestyle needs, and family-forming expenses.
  • Employee stock purchase plan with discounted share खरीद?

Interested in this position?

Apply directly on the company website

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