Global Expansion & Programs Lead — Operations Strategy

Affirm; Washington (District of Columbia); Remote; USD 173,000 - 255,000; Full time

Benefits offered by this job

100% subsidized medical coverage

ESPP stock purchase plan

Monthly stipends for tech setup

Flexible time off

Job summary

Affirm is seeking a senior leader to own the strategy of the servicing operating model for international expansion. You will guide how Customer Operations scales globally, lead a cross-functional team, and align product, engineering, analytics, risk, training and service delivery to deliver scalable, repeatable programs across markets.

You will champion data-driven decision making, governance across regions, and post-launch performance with an emphasis on global collaboration and operational

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 deep functional knowledge of customer care, fraud, and/or merchant operations.
• Strong knowledge of how shared services operate; experience in services, operations, and/or sales.
• Experience delivering programs across multiple geographies or markets strongly preferred; financial services background preferred.
• Proven ability to influence senior stakeholders in complex situations; sound judgment for discretionary decisions.
• Self-starter with urgency, accountability, and results orientation; develops people and capabilities.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion across products, geo launches, and channels.
• Establish and modify operational objectives, policies, procedures, and work plans; define methods and success criteria.
• Lead and develop a multi-disciplinary team; oversee people leaders; delegate and ensure execution.
• Drive large-scale cross-area programs for operations—launches, automation, and new-product scaling; manage scope, schedule, and risk.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery.
• Build alignment across senior leaders; influence outcomes in complex situations.
• Own governance for portfolio-wide reviews; drive awareness and decision-making for medium-term impact.
• Own post-launch performance for the global portfolio and support teams with performance improvement plans.
• Serve as a subject-matter expert on the global servicing operating model; represent Customer Operations in broader initiatives.
• Champion a data-driven culture across Product, Analytics, Engineering and the business.
• Develop change-management plans and logging/tracking of risks, issues, actions, and dependencies.
• Represent the unique customer servicing needs of global customers at scale.

Job description

Affirm is seeking a senior leader to own the strategy of the servicing operating model for international expansion. You will guide how Customer Operations scales globally, lead a cross-functional team, and align product, engineering, analytics, risk, training and service delivery to deliver scalable, repeatable programs across markets.

You will champion data-driven decision making, governance across regions, and post-launch performance with an emphasis on global collaboration and operational