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People Knowledge Experience Manager

2 weeks, 6 days ago
United States
Full-time
Senior
People Operations
Project and Program Management
Apply Now
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
View All Jobs 153

Description

  • Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management.
  • Establish AI-ready knowledge structures that support automation, compliant AI-assisted experiences, and integration between knowledge, case management, and AI support systems.
  • 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 the use of AI in a regulated HR environment.
  • Create measurement frameworks and use insights to continuously improve knowledge quality and support outcomes.
  • Lead cross-functional programs from planning through execution to drive alignment, delivery, and scalable implementation.
  • Ensure readiness for new programs, policies, and regulatory changes through scalable enablement.

Requirements

  • Experience building or transforming knowledge management systems, service models, or shared services functions, including 0→1 builds or significant scale-up.
  • Strong understanding of end-user experience in any domain.
  • Experience in People Operations, employee experience, or HR service delivery is a plus.
  • Proven experience using AI-native workflows 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

  • Remote-first work with flexibility to work almost anywhere within the country of employment.
  • Competitive on-target earnings of $130,000 - $170,000 in CA, WA, NY, NJ, and CT.
  • Competitive on-target earnings of $115,000 - $155,000 in all other U.S. states.
  • Health care coverage with 100% of premiums covered for you and your dependents.
  • Flexible Spending Wallets with generous stipends for technology, food, lifestyle needs, and family-forming expenses.
  • Competitive vacation and holiday schedules.
  • Employee stock purchase plan with a discount on Affirm shares.
  • Monthly stipends for health, wellness, and tech spending.

Interested in this position?

Apply directly on the company website

Apply Now

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