People Knowledge Experience Manager
Affirm is seeking a People Knowledge Experience Manager to build a centralized, AI-enabled knowledge ecosystem for employee support. This role combines strategic design with hands-on execution, offering equity and comprehensive benefits in a remote-first environment.
Responsibilities
- Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management
- Establish AI-ready knowledge structures that enable automation and support 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
About the role
</p></div><p>Affirm is building a centralized, scalable Employee Experience (EX) Hub to deliver consistent, high-quality support to employees globally. </p> <p>This is a builder role for someone who can operate at both a strategic and executional level.
You should be comfortable using AI-assisted workflows to accelerate the creation of systems and processes, while also willing to do the hands-on work required to make them real. In the first year, the primary focus will be on consolidating and standardizing fragmented documentation as a foundation for future system and governance design.
You will partner closely with Centers of Excellence (COEs) and subject matter experts (SMEs) across People and adjacent teams to gather dispersed content, eliminate duplication, implement consistent formatting standards, and validate accuracy.
Building on that foundation, you will design the systems, processes, and governance needed to translate consolidated knowledge into consistent, compliant, and high-quality employee support experiences.
</p> </li> <li> <p>Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes</p> </li> <li> <p>Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows</p> </li> <li> <p>Ensure readiness for new programs, policies, and regulatory changes through scalable enablement</p> </li> </ul> <p><strong>What We Look For:</strong></p> <ul> <li> <p>Experience building or transforming knowledge management systems, service models, or shared services functions (0→1 or significant scale-up)</p> </li> <li> <p>Strong understanding of end-user experience in any domain required, with specific experience in People Operations, employee experience, or HR service delivery a plus</p> </li> <li> <p>Proven experience in AI-native workflows; specifically using AI to write scripts, structure complex data, and automate manual operations.
</span></p> </li> <li> <p>Ability to operate strategically and execute operationally in a fast-paced, ambiguous environment</p> </li> <li> <p>Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority</p> </li> <li> <p>Strong judgment in balancing innovation with risk, compliance, and employee impact</p> </li> </ul> <div> <div> </div> <div>Base Pay Grade - J</div> <div> <div> <p>Equity Grade - 5</p> <p>Employees new to Affirm typically come in at the start of the pay range.
Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. S. </strong></p> </div> </div> <div><strong><span style="font-weight: 400;">#LI-Remote</span></strong></div> </div><div class="content-conclusion"><div> <p>Affirm is proud to be a remote-first company!
The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. </p> <p><span style="font-weight: 400;">We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first.
Some key highlights of our benefits package include: </span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount</span></li> </ul> <p><span style="font-weight: 400;">We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities.
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About Affirm
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