Global Expansion & Operations Programs Leader

Affirm; Detroit (MI); Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

Health coverage (100% subsidized)

Monthly health/wellness/tech stipends

Flexible time off

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking an experienced leader to own the strategy of our global customer operations servicing model. You’ll guide a team of program and process managers, partnering with product, engineering, analytics, risk, training, and service delivery to scale international operations and improve multi-market service delivery.

This remote-first role requires deep expertise in financial services, cross-cultural collaboration, and complex program governance.

Qualifications

• Extensive experience building and scaling global customer experience operations.
• Proven ability to lead and develop teams across geographies and cultures.
• Strong program management expertise with standardized methods and metrics.
• Deep knowledge of customer care, fraud, or merchant operations within financial services.
• Experience working with shared services and cross-functional partners.
• Ability to influence senior stakeholders in complex environments.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion across products, geographies, and channels.
• Lead, coach, and develop a multi-discipline team; oversee other leaders; ensure effective execution.
• Drive large-scale, cross-area programs with defined scope, schedule, budget, dependencies, and risk.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery to run cross-functional scoping and planning.
• Build alignment across senior leaders and influence outcomes in complex situations.
• Own governance and performance reviews to drive decisions and improvements.
• Oversee post-launch performance for global operations and ensure transparent reporting.
• Represent Customer Operations on broader initiatives and champion a data-driven culture.

Skills

Global expansion

Program leadership

Cross-functional collaboration

PMP/Lean Six Sigma

Stakeholder management

Data-driven influence

Job description

Affirm is seeking an experienced leader to own the strategy of our global customer operations servicing model. You’ll guide a team of program and process managers, partnering with product, engineering, analytics, risk, training, and service delivery to scale international operations and improve multi-market service delivery.

This remote-first role requires deep expertise in financial services, cross-cultural collaboration, and complex program governance.