Global Expansion Programs Director

Affirm; Minneapolis (MN); Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

Health coverage for you and dependents

ESPP (employee stock purchase plan)

Flexible time off

Tech and wellness stipends

Job summary

Affirm is seeking an experienced leader to own the strategy of its global customer operations servicing model. You\'ll guide cross-functional expansion programs, build scalable playbooks, and lead a multi-discipline team to deliver operational excellence for international customers.

You will partner with Product, Engineering, Analytics, Risk, and Training to drive performance, standardize processes, and push for continuous improvement across markets and channels.

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).
• Broad, cross-disciplinary expertise with knowledge of customer care, fraud, and/or merchant operations.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion – new products, merchants/partners, geo launches, and channels.
• Establish and modify the team\'s objectives, policies, procedures, and work plans; define methods and success criteria across regions.
• Lead and develop a team spanning multiple disciplines; oversee professionals and, where applicable, other leaders; delegate assignments.
• Drive the strategy and success of large-scale cross-area programs for operations – launches, automation, and new-product scaling across a multi-market servicing landscape.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and planning.
• Build alignment across mid- to senior-level leaders cross-functionally and influence outcomes in complex situations.
• Own portfolio-level governance and drive awareness, issue resolution, and decisions affecting teams and programs over a 1yr+ horizon.
• Own post-launch operational performance for the global international operations portfolio and set up rituals to support global teams.
• Serve as a subject-matter expert on the global servicing operating model and represent Customer Operations on broader initiatives.
• Champion an analytical, data-driven culture across Product, Analytics, Engineering, and the business.
• Develop communication and change-management plans and track risks, issues, actions, and dependencies.
• Represent the unique customer servicing needs of global customers at scale across core operations.

Skills

Strategic leadership

Global operations

Program management

Stakeholder alignment

Job description

Affirm is seeking an experienced leader to own the strategy of its global customer operations servicing model. You\'ll guide cross-functional expansion programs, build scalable playbooks, and lead a multi-discipline team to deliver operational excellence for international customers.

You will partner with Product, Engineering, Analytics, Risk, and Training to drive performance, standardize processes, and push for continuous improvement across markets and channels.