Global Expansion Programs Leader, Customer Operations

Wwshemi; United States; À distance; USD 107 000 - 150 000; Plein temps

Avantages offerts par ce poste

Health coverage

Monthly stipends for tech setup

Flexible time off

Employee stock purchase plan

Résumé du poste

Affirm is seeking a senior leader to own the strategy of our global customer operations, guiding a portfolio of expansion programs and building scalable servicing models across markets.

You will partner with Product, Engineering, Analytics, Risk, Training, Knowledge and Service Delivery to drive cross-functional discovery, planning, and execution, while coaching teams and delivering sustained improvements for international customers.

Qualifications

• 12+ years of relevant experience with 5+ years in leadership roles.
• Experience building and scaling global customer experience operations.
• Strong program and process management expertise (PMP and/or Lean Six Sigma Black Belt a plus).
• Deep knowledge of customer care, fraud, and/or merchant operations across geographies.
• Ability to influence senior stakeholders and drive cross-functional initiatives.

Responsabilités

• Own the strategy and roadmap for scaling Customer Operations to support global expansion across products, merchants, geographies, and channels.
• Define objectives, policies, procedures, and success criteria for cross-region initiatives.
• Lead and develop a team spanning multiple disciplines, ensuring effective execution.
• Drive large-scale programs across geo launches, automation, and new-product scaling with tight governance.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery to scope and deliver programs.
• Build alignment with senior leaders and manage cross-functional relationships.
• Own governance and decision-making for portfolio-level initiatives and track risks, actions, and dependencies.
• Represent global servicing needs and set up performance rituals for continuous improvement.
• Promote an analytical, data-driven culture within the organization.
• Develop change-management plans and track program milestones.
• Ensure servicing meets international customer needs at scale.

Connaissances

Strategy

Leadership

Program management

Cross-functional collaboration

Data-driven

Stakeholder management

Global operations

Change management

Problem solving

Decision making

Description du poste

Affirm is seeking a senior leader to own the strategy of our global customer operations, guiding a portfolio of expansion programs and building scalable servicing models across markets.

You will partner with Product, Engineering, Analytics, Risk, Training, Knowledge and Service Delivery to drive cross-functional discovery, planning, and execution, while coaching teams and delivering sustained improvements for international customers.