Global Expansion & Programs Leader

Affirm; Madison (WI); Remote; USD 173,000 - 255,000; Full time

Benefits offered by this job

100% subsidized medical coverage

Dental and vision coverage for depend-

Stock purchase plan (ESPP)

Flexible time off

Job summary

Affirm is seeking a senior leader to own Customer Operations strategy for a global, cross-functional expansion portfolio. You will guide a team across product, engineering, and operations to scale servicing models for international markets and new channels, while shaping governance and performance improvements.

You will influence senior stakeholders, design scalable playbooks, and drive continuous improvements in service delivery for international customers, all within a remote-first, globally

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.
• Broad, cross-disciplinary expertise with deep functional knowledge of customer care, fraud, and/or merchant operations.
• Experience delivering programs across multiple geographies or markets strongly preferred; financial services background preferred.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion.
• Establish and modify the team's objectives, policies, and work plans; define methods, frameworks, and success criteria.
• Lead and develop a team spanning multiple disciplines; oversee people leaders and ensure execution.
• Drive strategy and success of large-scale programs across operations, including launches and automation.
• Partner with Product, Engineering, Analytics, Risk, Training, and Knowledge leads to manage full program lifecycles.

Skills

Global ops experience

Program management

Lean Six Sigma Black Belt

Cross-functional collaboration

Fraud / merchant operations knowledge

Geography expansion

Stakeholder influence

Decision making

Self-starter

Job description

Affirm is seeking a senior leader to own Customer Operations strategy for a global, cross-functional expansion portfolio. You will guide a team across product, engineering, and operations to scale servicing models for international markets and new channels, while shaping governance and performance improvements.

You will influence senior stakeholders, design scalable playbooks, and drive continuous improvements in service delivery for international customers, all within a remote-first, globally