Global Expansion Programs Lead

Affirm; Miami (FL); Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

100% health coverage for you and your依

Tech stipends for setup

Flexible time off

ESPP

Job summary

Affirm is seeking a senior leader to shape and own the strategy for a globally scalable customer operations model. You will lead a team across program management and service delivery, partnering with product, engineering, analytics, and risk to drive continuous improvement in international service delivery.

The role requires 12+ years of experience and deep expertise in global operations, with a focus on scaling programs, governance, and cross-geography collaboration.

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 cultures and geographies.
• PMP and/or Lean Six Sigma Black Belt a plus; track record of defining methods and standards.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion— translating ambiguous business direction into structured programs and clear operating plans.
• Establish and modify the team's objectives, policies, procedures, and work plans; define methods and success criteria for regional initiatives.
• Lead and develop a team spanning multiple disciplines; oversee professionals and people leaders; delegate and ensure execution.
• Drive strategy and success of large-scale, cross-area programs for operations— launches, automation, and new-product scaling across multi-market servicing.
• Coordinate with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery to run cross-functional discovery and planning; manage dependencies through full lifecycle.
• Build alignment across mid- to senior-level leaders; influence outcomes in complex situations and strengthen relationships.
• Own portfolio governance and drive issue resolution and decisions with medium-term impact across the company.
• Oversee post-launch operational performance for the global international portfolio with transparent performance and improvement plans.
• Serve as a subject-matter expert on the global servicing operating model and represent Customer Operations in broader initiatives.
• Champion a data-driven culture within the team and across functions.

Skills

Program management

Cross-functional leadership

Global operations

Strategy development

Stakeholder influence

Change management

Analytical mindset

Education

PMP

Lean Six Sigma Black Belt

Job description

Affirm is seeking a senior leader to shape and own the strategy for a globally scalable customer operations model. You will lead a team across program management and service delivery, partnering with product, engineering, analytics, and risk to drive continuous improvement in international service delivery.

The role requires 12+ years of experience and deep expertise in global operations, with a focus on scaling programs, governance, and cross-geography collaboration.