Global Programs & Operations Strategy Lead

Affirm; New York (NY); Remote; USD 173,000 - 255,000; Full time

Benefits offered by this job

Health coverage

Tech stipend for setup

Flexible time off

Employee stock purchase plan

Job summary

Affirm is seeking a senior leader to own the strategy of the servicing operating model across international markets. You will guide global expansion programs, lead multiple disciplines, and partner with product, engineering, analytics, risk, training, and knowledge leads to deliver scalable service delivery.

You will drive governance, post-launch performance, and a culture focused on data-driven decision making while growing the international customer experience.

Qualifications

• 12+ years in relevant roles, with 5+ years of team leadership.
• Experience building and scaling global customer experience ops across cultures and geographies.
• Deep program and process management expertise (PMP and/or Lean Six Sigma a plus).
• Broad cross-disciplinary knowledge of customer care, fraud, and/or merchant ops; knowledge of services, operations, and sales.

Responsibilities

• Own the strategy and roadmap for scaling Customer Operations globally.
• Define the team’s objectives, policies, procedures, and success criteria across regions.
• Lead and develop a multi-disciplinary team; delegate and ensure execution.
• Drive strategy for large-scale cross-area programs in operations – launches, automation, and new-product scaling.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional scoping and planning.
• Build alignment across senior leaders and influence outcomes in complex situations.
• Own governance and weekly/monthly business reviews; ensure decisions align with company results.
• Oversee post-launch performance for international operations and drive improvement plans.
• Represent Customer Operations on organization-wide initiatives.
• Champion a data-driven culture across teams and stakeholders.
• Develop change-management plans and track risks, issues, actions, dependencies.

Skills

Global ops leadership

Program management

Cross-functional collaboration

Lean Six Sigma

Stakeholder influence

Financial services knowledge

Strategic thinking

Change management

Education

PMP

Lean Six Sigma Black Belt

Tools

PMP

Job description

Affirm is seeking a senior leader to own the strategy of the servicing operating model across international markets. You will guide global expansion programs, lead multiple disciplines, and partner with product, engineering, analytics, risk, training, and knowledge leads to deliver scalable service delivery.

You will drive governance, post-launch performance, and a culture focused on data-driven decision making while growing the international customer experience.