Global Expansion Programs Lead - Operations & Growth

Affirm; Boise (ID); Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

100% health coverage

Tech & wellness stipends

Flexible time off

ESPP

Job summary

Affirm is seeking a senior leader to own the strategy of the servicing operating model for international customer operations, spanning products, partners, geographies, and channels. You will lead a team of program and process managers, partner with Product, Engineering, Analytics, Risk and Training, and build scalable playbooks that adapt to new products and markets.

A deep background in financial services, cross‑functional influence, and a passion for developing people are essential to grow

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.
• PMP and/or Lean Six Sigma Black Belt a plus, with track record of defining methods and standards.

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 operational objectives, policies, procedures, and work plans; define methods, frameworks, and success criteria used to run initiatives across regions.
• Lead, coach, and develop a team spanning two or more disciplines; oversee professionals and, where applicable, other people leaders; delegate assignments and ensure effective execution.
• Drive the strategy and success of large-scale, cross-area programs for operations— merchant/geo launches, automation and efficiency programs, new-product scaling — managing scope, schedule, budget, dependencies, and risk across a complex, multi-market servicing landscape.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scoping, coordinate planning, and oversee dependencies through the full program lifecycle.
• Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations while strengthening those relationships.
• Own portfolio-level governance (working groups, weekly/monthly business reviews) to drive awareness, issue resolution, and decision-making.
• Own post-launch operational performance for the global international operations portfolio and set up rituals and roles to support global business teams with transparent performance and improvement plans across servicing and operations.
• Serve as a recognized subject-matter expert and thought leader on the global servicing operating model; build networks and represent Customer Operations on broader, organization-wide initiatives.
• Champion an analytical, data-driven culture within the team and across Product, Analytics, Engineering, and the broader business.
• Develop communication and change-management plans for the portfolio, and own the processes for logging and tracking risks, issues, actions, and dependencies.
• Represent the unique customer servicing needs of global customers at scale across core operations.

Skills

Program management

Leadership

Stakeholder management

Data-driven culture

Change management

Education

PMP certification

Lean Six Sigma Black Belt

Job description

Affirm is seeking a senior leader to own the strategy of the servicing operating model for international customer operations, spanning products, partners, geographies, and channels. You will lead a team of program and process managers, partner with Product, Engineering, Analytics, Risk and Training, and build scalable playbooks that adapt to new products and markets.

A deep background in financial services, cross‑functional influence, and a passion for developing people are essential to grow