Global Expansion Programs Lead

Affirm; Austin (TX); Remote; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly tech and health stipends

Flexible time off

Job summary

Affirm is seeking a senior leader to own the global servicing operating model and drive international expansion for customer operations. You will guide strategy, build playbooks, and lead programs across regions with a focus on scale, efficiency, and risk management.

You will partner with product, engineering, analytics, risk, and training teams to implement repeatable processes, mentor managers, and deliver measurable improvements in service delivery for global customers.

Qualifications

• 12+ years of relevant experience, including 5+ years leading teams or senior professionals.
• Experience building and scaling global customer experience operations and working across cultures.
• Deep program and process management expertise with standards development.
• Broad cross-disciplinary knowledge of customer care, fraud, and merchant operations.
• Experience delivering programs across multiple geographies or markets preferred.
• Ability to influence senior stakeholders in complex situations.

Responsibilities

• Own the strategy and roadmap for scaling Customer Operations across global expansions.
• Define objectives, policies, procedures, and success criteria for regional initiatives.
• Lead multiple disciplines and oversee people leaders to execute programs.
• Manage large-scale programs across geographies with scope, schedule, budget, and risk.
• Collaborate with Product, Engineering, Analytics, Risk, Training, and Service Delivery.
• Build alignment across senior leaders and maintain stakeholder relationships.
• Governance at portfolio level with weekly/monthly reviews and risk tracking.
• Own post-launch performance for international operations and improvement plans.
• Represent Customer Operations in organization-wide initiatives; drive a data-driven culture.

Skills

Leadership

Global operations

Program management

Change management

Cross-functional collaboration

Data-driven decision making

Strategic planning

Stakeholder influence

Problem solving

Communication

Education

Bachelor's degree or equivalent

PMP and/or Lean Six Sigma Black Belt a plus

Tools

PM software

Data analytics tools

Job description

Affirm is seeking a senior leader to own the global servicing operating model and drive international expansion for customer operations. You will guide strategy, build playbooks, and lead programs across regions with a focus on scale, efficiency, and risk management.

You will partner with product, engineering, analytics, risk, and training teams to implement repeatable processes, mentor managers, and deliver measurable improvements in service delivery for global customers.