Remote Global Expansion Programs Lead

Affirm; United States; Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

100% subsidized medical coverage

Remote-first company culture

Employee stock purchase plan (ESPP)

Monthly stipends for tech and wellness

Job summary

Affirm seeks a Senior Manager, Programs to lead global expansion and new initiatives in customer operations. Remote US role reporting to Operations, driving strategy for servicing operating model across markets, products and channels, building scalable playbooks and cross-functional alignment.

You will mentor program and process managers, partner with Product, Engineering, Analytics, Risk, and Training, and deliver measurable improvements in service delivery for international customers.

Qualifications

• 12+ years of relevant experience including leadership of teams.
• Experience building global customer experience operations across geographies.
• Program and process management expertise with defined methods.
• Cross-disciplinary expertise in customer care, fraud, and merchant operations.
• Experience delivering programs across multiple geographies; finance background preferred.
• Ability to influence senior stakeholders and manage complex relationships.
• Judgment balancing research, creativity, and business impact.
• Self-starter with urgency, accountability and people development.

Responsibilities

• Own the strategy and roadmap for scaling Customer Operations globally.
• Set objectives, policies, procedures and work plans; define methods and success criteria.
• Lead a team spanning program management and service delivery; develop leaders.
• Drive large-scale cross-area programs for operations across markets.
• Partner with Product, Engineering, Analytics, Risk, Training, and Service Delivery.
• Build alignment across mid- to senior-level leaders cross-functionally.
• Own portfolio governance and decision-making for medium-term impact.
• Own post-launch performance for the global operations portfolio.
• Represent Operations on broad organization-wide initiatives.
• Champion a data-driven culture across product, analytics, engineering and business.
• Develop communication and risk/action/dependency tracking plans.
• Represent unique servicing needs of global customers at scale.

Skills

Strategic leadership

Program management

Global expansion experience

Cross-functional collaboration

PMP/Lean Six Sigma

Financial services domain

Stakeholder management

Change management

Education

PMP Certification

Job description

Affirm seeks a Senior Manager, Programs to lead global expansion and new initiatives in customer operations. Remote US role reporting to Operations, driving strategy for servicing operating model across markets, products and channels, building scalable playbooks and cross-functional alignment.

You will mentor program and process managers, partner with Product, Engineering, Analytics, Risk, and Training, and deliver measurable improvements in service delivery for international customers.