Global Expansion Programs Leader - Remote

Affirm; Charlotte (NC); Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

Health coverage

Stipends for tech and wellbeing

Flexible time off

ESPP

Job summary

Affirm’s Operations team seeks an exceptional leader to own the global servicing operating model and guide the strategy for expanding across products, geographies, and channels. You will lead a team of program and process managers and partner with Product, Engineering, Analytics, Risk, Training, and Service Delivery to scale initiatives globally.

The role demands deep setup in financial services, robust governance, and a data-driven mindset to deliver impact across international customers while

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), with a track record of defining methods and standards – not just applying them.
• Broad, cross-disciplinary expertise and a strong understanding of how the wider organization and market operate, complemented by deep functional knowledge of customer care, fraud, and/or merchant operations (processes, systems, and key metrics).
• Strong knowledge of how shared services operate; experience in services, operations, and/or sales.
• Experience delivering programs across multiple geographies or markets strongly preferred; consumer lending or financial services background strongly preferred.
• Proven ability to influence and build alignment among diverse, senior stakeholders in complex or sensitive situations.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion – new products, merchants/partners, geo launches, and channels – translating ambiguous, undefined business direction into structured programs and clear operating plans.
• Establish and modify the team's operational objectives, policies, procedures, and work plans; define the 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.
• 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.

Skills

Strategy leadership

Team leadership

Program management

Cross-functional collaboration

Global operations

Education

PMP Certification

Lean Six Sigma Black Belt

Job description

Affirm’s Operations team seeks an exceptional leader to own the global servicing operating model and guide the strategy for expanding across products, geographies, and channels. You will lead a team of program and process managers and partner with Product, Engineering, Analytics, Risk, Training, and Service Delivery to scale initiatives globally.

The role demands deep setup in financial services, robust governance, and a data-driven mindset to deliver impact across international customers while