Global Expansion Programs Leader - Remote

Affirm; Denver (CO); Remote; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health coverage

Tech stipend

Flexible time off

ESPP

Job summary

Affirm is a remote-first company redefining how people pay over time. We are seeking a senior leader to own the Customer Operations strategy across global expansions, partnering with Product, Analytics, and Engineering to scale services and improve international customer experiences.

You’ll build playbooks for multi-market servicing, lead managers, and drive data-driven improvements while navigating cross-cultural realities.

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 and strong understanding of customer care, fraud, and/or merchant operations.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels.
• Establish and modify the team's operational objectives, policies, procedures, and work plans; define methods, frameworks, and success criteria.
• Lead, coach, and develop a team spanning two or more disciplines; oversee professionals and, where applicable, other people leaders.
• 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.
• Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations.
• Own portfolio-level governance to drive awareness, issue resolution, and decision-making; accountable for decisions with medium-term impact.
• Own post-launch operational performance for the global international operations portfolio and set up rituals and roles for transparency.
• Serve as a subject-matter expert and thought leader on the global servicing operating model.
• Champion a data-driven culture within the team and across Product, Analytics, Engineering, and the business.
• Develop communication and change-management plans and track risks, issues, actions, and dependencies.
• Represent the unique customer servicing needs of global customers at scale across core operations.

Job description

Affirm is a remote-first company redefining how people pay over time. We are seeking a senior leader to own the Customer Operations strategy across global expansions, partnering with Product, Analytics, and Engineering to scale services and improve international customer experiences.

You’ll build playbooks for multi-market servicing, lead managers, and drive data-driven improvements while navigating cross-cultural realities.