People Knowledge Experience Manager
WFA Digital Insight
The shift to remote work has accelerated the need for streamlined employee experiences, with demand for digital transformation specialists growing 25% in 2025. As companies like Affirm reinvent traditional credit systems, they're also rethinking how they support their global workforce. This People Knowledge Experience Manager role stands out for its focus on building a centralized, AI-ready knowledge ecosystem, requiring a unique blend of technical, strategic, and operational skills. With the right candidate, Affirm can deliver more efficient, personalized support to employees, setting a new standard in the industry. Before applying, consider how your experience in knowledge management, AI-assisted workflows, and employee experience can help drive this transformation.
Job Description
About the Role
The People Knowledge Experience Manager role at Affirm is a pivotal position that will define how the company delivers support to its employees globally. This role sits at the intersection of People Operations, employee experience, and AI enablement, making it an exciting opportunity for someone who can operate at both strategic and executional levels. The successful candidate will be responsible for establishing the knowledge foundation that powers Affirm's transformation, enabling self-service, AI-assisted support, and scalable service delivery across the organization.As a key member of the People Team, you will partner closely with Centers of Excellence (COEs) and subject matter experts (SMEs) to gather dispersed content, eliminate duplication, implement consistent formatting standards, and validate accuracy. This work will establish a centralized, AI-ready knowledge ecosystem that will enable Affirm to deliver consistent, high-quality support to employees. You will also design the systems, processes, and governance needed to translate consolidated knowledge into consistent, compliant, and high-quality employee support experiences.
The first year of this role will focus on consolidating and standardizing fragmented documentation, implementing AI-assisted workflows, and establishing a foundation for future system and governance design. You will be comfortable using AI-assisted workflows to accelerate the creation of systems and processes, while also being willing to do the hands-on work required to make them real.
What You Will Do
- Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management
- Establish AI-ready knowledge structures that enable automation, support accurate and compliant AI-assisted experiences, and define the future-state 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 overall service delivery
- Establish clear governance, guardrails, and risk mitigation frameworks for the use of AI within a regulated HR environment to manage both operational and regulatory risk
- Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes
- Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows
- Ensure readiness for new programs, policies, and regulatory changes through scalable enablement
What We Are Looking For
- Experience building or transforming knowledge management systems, service models, or shared services functions
- Strong understanding of end-user experience in any domain, with specific experience in People Operations, employee experience, or HR service delivery
- Proven experience in AI-native workflows, specifically using AI to write scripts, structure complex data, and automate manual operations
- Experience with Excel and other productivity tools
- Ability to operate at both strategic and executional levels, with a strong understanding of how to drive outcomes
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop insights
- Excellent communication and collaboration skills, with the ability to partner with stakeholders across the organization
- Experience with knowledge management systems, service models, or shared services functions
Nice to Have
- Experience with AI-assisted workflow tools and technologies
- Knowledge of data analytics and visualization tools
- Experience with cloud-based knowledge management systems
- Certification in knowledge management or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing, innovative company
- Collaborative, dynamic work environment
- Professional development and growth opportunities
- Flexible, remote work arrangements
- Access to cutting-edge technologies and tools
- Comprehensive health and wellness programs
- Generous paid time off and holiday policies
How to Stand Out
- Develop a strong understanding of Affirm's business and the role of the People Team in supporting employees
- Highlight your experience with knowledge management systems, AI-assisted workflows, and employee experience in your application
- Be prepared to discuss your approach to building a centralized knowledge ecosystem and how you would establish AI-ready knowledge structures
- Showcase your analytical and problem-solving skills, with examples of how you have driven outcomes in previous roles
- Research Affirm's company culture and values, and be prepared to discuss how you would contribute to and thrive in this environment
- Consider creating a portfolio or sample project that demonstrates your skills and experience in knowledge management and AI-assisted workflows
- Prepare to talk about your experience with data analytics and visualization tools, and how you have used these to drive insights and inform decision-making
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