Operations Enablement Manager
Core
Define and execute strategies to enable scalable, compliant, and high-quality servicing operations across the Operations organization, ensuring alignment with business and regulatory change.
Role type
Senior IC Operations Enablement Manager (Program & Team Leadership)
Builds
Scalable servicing experiences, operational readiness, and cross-functional initiatives for customers and merchants.
Domain
Fintech / Financial Services / Regulatory Compliance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Program management, strategic planning, risk management, stakeholder engagement, change management, Lean Six Sigma, process mapping, workflow analysis, knowledge management, training strategy design, regulatory compliance expertise (UCC, Reg E, Reg Z, Card Act, GLBA, UDAAP, GDPR), technical concept translation, team leadership and coaching.
Preferred skills
Experience scaling operations in global or large-scale environments, experience in fintech or financial institutions, experience designing workflows in regulated environments, experience with AI-enabled knowledge tools.
Technologies
Lean Six Sigma, AI-enabled knowledge tools, learning platforms, SOPs, job aids.
Responsibilities
Lead and manage a team delivering complex cross-functional programs; develop program roadmaps and execution plans tracking KPIs and risks; partner with senior leaders and cross-functional teams to align priorities; establish stakeholder engagement and governance practices; proactively identify risks and drive resolution; apply Lean Six Sigma to improve quality and efficiency; manage the full lifecycle of process and product changes; architect and evolve the knowledge ecosystem; oversee end-to-end design and delivery of training programs; partner with Product and Engineering to optimize customer and agent experiences.
Seniority
Senior, hands-on IC with team leadership