Global Programs Lead - Scale Ops & Expansion (Remote)

Remote; San Francisco (CA); Remote; USD 109,000 - 151,000; Full time

Job summary

Affirm is seeking an experienced leader to own the strategy for a scalable, globally distributed customer operations model. You will guide two or more disciplines, partner across product, engineering, and risk, and drive cross-market expansion programs with transparency and measurable impact.

You will shape processes, standards, and governance while developing teams and building a high-performance, data-driven operating culture across international regions.

Qualifications

• 12+ years in operations or related fields.
• 5+ years leading teams or managing managers.
• Experience building and scaling global customer experience operations.
• Deep program/process management expertise with defined methods and standards.
• Broad cross-disciplinary knowledge of customer care, fraud, and merchant operations.

Responsibilities

• Own the strategy and roadmap for scaling Customer Operations to support global expansion.
• Establish and modify the team's objectives, policies, procedures, and work plans.
• Lead and develop a team spanning multiple disciplines and leaders.
• Drive large-scale cross-area programs across merchant/geo launches and new-product scaling.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leaders.
• Build alignment across senior stakeholders and influence outcomes.
• Own portfolio governance and decision-making with medium-term impact.
• Oversee post-launch performance for global operations and improve plans.
• Represent Customer Operations in broader, organization-wide initiatives.
• Champion an analytical, data-driven culture across functions.

Skills

Global ops leadership

Program management

Cross-functional collaboration

Stakeholder influence

Data-driven decisions

Education

PMP

Lean Six Sigma Black Belt

Job description

Affirm is seeking an experienced leader to own the strategy for a scalable, globally distributed customer operations model. You will guide two or more disciplines, partner across product, engineering, and risk, and drive cross-market expansion programs with transparency and measurable impact.

You will shape processes, standards, and governance while developing teams and building a high-performance, data-driven operating culture across international regions.