Global Expansion & New Initiatives Programs Lead

Affirm; Portland (OR); Remote; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly stipends for tech and wellness

Flexible time off

Employee stock purchase plan

Job summary

Affirm is seeking a senior leader to own the strategy of its international customer operations, shaping operating models across markets and products. You will lead a team of program and process managers and partner with Product, Engineering, Analytics, Risk, and Training to drive scalable, data-driven improvements for international customers.

The role emphasizes global expansion, cross-market governance, and the development of repeatable playbooks to deliver high-quality service at scale.

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 across geographies.
• Deep program and process management expertise with defined methods and standards.
• Broad cross-functional knowledge of customer care, fraud, and/or merchant operations.

Responsibilities

• Own the strategy and roadmap for global Customer Operations expansion across products, geographies, and channels.
• Define and drive operational objectives, policies, and success criteria across regions.
• Lead and develop multiple disciplines (e.g., program management, service delivery) and delegate to ensure execution.
• Manage large-scale cross-area programs including launches, automation, and new-product scaling.
• Collaborate with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery teams on discovery and planning.
• Influence mid- to senior-level leaders and align cross-functional stakeholders.
• Oversee portfolio governance and drive issue resolution and decisions with company-wide impact.
• Own post-launch performance for global operations; implement improvement plans across servicing and operations.
• Represent Customer Operations as a SME on broader initiatives and drive data-driven culture.

Skills

Strategic leadership

Program management

Cross-functional collaboration

PMP certification

Lean Six Sigma Black Belt

Stakeholder management

Data-driven decision making

People development

Education

PMP certification

Lean Six Sigma Black Belt

Job description

Affirm is seeking a senior leader to own the strategy of its international customer operations, shaping operating models across markets and products. You will lead a team of program and process managers and partner with Product, Engineering, Analytics, Risk, and Training to drive scalable, data-driven improvements for international customers.

The role emphasizes global expansion, cross-market governance, and the development of repeatable playbooks to deliver high-quality service at scale.