Senior Manager, Programs - Global Expansion and New Initiatives

The role

You will own the strategy for how the customer operations servicing model evolves globally to support new products, partners, and geographies. You will lead a team of program and process managers to scale international expansion and drive continuous improvement in service delivery.

What you will do

• Own the strategy and roadmap for how Customer Operations scales to support global expansion
• Establish and modify operational objectives, policies, procedures, and work plans
• Lead, coach, and develop a team spanning two or more disciplines
• Drive the strategy and success of large-scale, cross-area programs for operations
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads
• Build alignment across mid- to senior-level leaders cross-functionally
• Own portfolio-level governance including working groups and business reviews
• Own post-launch operational performance for the global international operations portfolio
• Serve as a subject-matter expert and thought leader on the global servicing operating model
• Develop communication and change-management plans for the portfolio

Required qualifications

• 12+ years of relevant experience
• 5+ years leading teams and/or managing other managers or senior professionals
• Experience building and scaling global customer experience operations
• Experience working in global environments across cultures and geographies
• Deep program and process management expertise
• Broad, cross-disciplinary expertise and understanding of how the wider organization and market operate
• Functional knowledge of customer care, fraud, and/or merchant operations
• Strong knowledge of how shared services operate
• Experience in services, operations, and/or sales
• Ability to work on unique, poorly defined problems
• Ability to influence and build alignment among diverse, senior stakeholders
• Sound judgment to make discretionary decisions

Nice to have

• PMP and/or Lean Six Sigma Black Belt
• Experience delivering programs across multiple geographies or markets
• Consumer lending or financial services background

Benefits

• 100% subsidized medical coverage for employees and dependents
• Dental and vision coverage
• Monthly stipends for tech setup, health, and wellness
• Flexible time off
• Generous holiday calendars
• Employee stock purchase plan (ESPP)

Before you apply

• Visa sponsorship is not available

About the company

Affirm provides a clear, predictable way to pay over time with no hidden fees, no surprises, and no tradeoffs. The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence.