Global Expansion Programs Leader

Affirm; San Jose (CA); Remote; USD 195,000 - 255,000; Full time

Benefits offered by this job

Premium coverage

Tech stipends

Flexible time off

ESPP

Job summary

Affirm is seeking a senior leader to own the strategy of the servicing operating model as we scale internationally, guiding global customer operations across products, partners, geographies and channels. You will lead a team of program managers, partner with product, engineering and risk to design scalable playbooks, and drive performance improvements for international customers.

The role emphasizes people leadership, global collaboration, and a data-driven approach to delivering reliable,

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 with standards and methods.
• Broad cross-disciplinary knowledge of customer care, fraud, and/or merchant operations; industry familiarity a plus.
• Strong knowledge of shared services operations; experience in services, operations, and/or sales.
• Consumer lending or financial services background preferred.
• Proven ability to influence senior stakeholders in complex situations.
• Judgment to balance research, creativity and business impact.

Responsibilities

• Own strategy and roadmap for scaling Customer Operations to support global expansion across products, geographies and channels.
• Define and enforce operational objectives, policies and success criteria across regions.
• Lead and develop a team spanning program management and service delivery disciplines; delegate and ensure execution.
• Drive large-scale cross-area programs for operations, including launches, automation, and new-product scaling.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery to manage the full program lifecycle.
• Build alignment with senior leaders cross-functionally and influence outcomes in complex situations.
• Own portfolio governance and drive decision-making with medium-term impact.
• Oversee post-launch operational performance for the global international portfolio and drive improvement plans.
• Serve as a subject-matter expert on the global servicing operating model and represent Operations in cross-organizational initiatives.
• Foster a data-driven culture across Product, Analytics, Engineering and the business; develop change-management plans.

Skills

Leadership

Program management

Cross-functional

Process improvement

Lean Six Sigma

PMP

Stakeholder mgmt

Global operations

Financial services

Job description

Affirm is seeking a senior leader to own the strategy of the servicing operating model as we scale internationally, guiding global customer operations across products, partners, geographies and channels. You will lead a team of program managers, partner with product, engineering and risk to design scalable playbooks, and drive performance improvements for international customers.

The role emphasizes people leadership, global collaboration, and a data-driven approach to delivering reliable,