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Senior Manager, Programs - Global Expansion and New Initiatives

Affirm· Ops Excellence - Consumer
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Remote$195k - $255kfull-timePosted 1w ago

About the role

Senior leader responsible for shaping and executing the customer operations strategy for global expansion, including new products, geographies, and channels. Leads a team of program and process managers, partners with Product, Engineering, Analytics, Risk, Training, and other functions, and ensures scalable, data-driven servicing models across international markets.

Responsibilities

  • Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels — translating ambiguous, undefined business direction into structured programs and clear operating plans.
  • Establish and modify the team's operational objectives, policies, procedures, and work plans; define the methods, frameworks, and success criteria used to run initiatives across regions.
  • Lead, coach, and develop a team spanning two or more disciplines; oversee professionals and, where applicable, other people leaders; delegate assignments and ensure effective execution.
  • Drive the strategy and success of large-scale, cross-area programs for operations— merchant/geo launches, automation and efficiency programs, new-product scaling — managing scope, schedule, budget, dependencies, and risk across a complex, multi-market servicing landscape.
  • Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scoping, coordinate planning, and oversee dependencies through the full program lifecycle.
  • Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations while strengthening those relationships.
  • Own portfolio-level governance (working groups, weekly/monthly business reviews) to drive awareness, issue resolution, and decision-making; be accountable for decisions that affect team, program, and overall business results over a medium-term horizon.
  • Own post-launch operational performance for the global international operations portfolio and set up rituals and roles to support global business teams with transparent performance and improvement plans across servicing and operations.
  • Serve as a recognized subject-matter expert and thought leader on the global servicing operating model; build networks and represent Customer Operations on broader, organization-wide initiatives.
  • Champion an analytical, data-driven culture within the team and across Product, Analytics, Engineering, and the broader business.
  • Develop communication and change-management plans for the portfolio, and own the processes for logging and tracking risks, issues, actions, and dependencies.
  • Represent the unique customer servicing needs of global customers at scale across core operations.

Qualifications

  • 12+ years of relevant experience, including 5+ years leading teams and/or managing other managers or senior professionals.
  • Experience building and scaling global customer experience operations and working in global environments across cultures and geographies.
  • Deep program and process management expertise (PMP and/or Lean Six Sigma Black Belt a plus), with a track record of defining methods and standards.
  • Broad, cross-disciplinary expertise and a strong understanding of how the wider organization and market operate, complemented by deep functional knowledge of customer care, fraud, and/or merchant operations.
  • Strong knowledge of how shared services operate; experience in services, operations, and/or sales.
  • Experience delivering programs across multiple geographies or markets strongly preferred; consumer lending or financial services background strongly preferred.
  • Proven ability to work on unique, poorly defined problems that lack strategic direction; evaluating intangibles, applying conceptual thinking, and creating the approach and evaluation criteria.
  • Demonstrated ability to influence and build alignment among diverse, senior stakeholders in complex or sensitive situations.
  • Sound judgment to make discretionary decisions with significant latitude, balancing research, creativity, and business impact.
  • Self-starter with a strong sense of urgency, accountability, and results orientation, and a genuine enthusiasm for developing people and building new capabilities.

Skills

Required:Strategic planningProgram managementStakeholder management

Benefits

  • Health coverage at no cost: 100% of premiums for employees and their dependents.
  • Spending stipends for tech setup and health/wellness options.
  • Flexible time off and generous holiday calendars.
  • Employee stock purchase plan (ESPP) allowing stock purchase at a discount.
Last updated Oct 14, 2026. Interested? Apply on the company site.

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