Senior Global Expansion Programs Lead

Affirm; Cleveland (OH); Remote; USD 173,000 - 233,000; Full time

Benefits offered by this job

Health coverage 100% for employees and

Monthly stipends for tech setup and HP

Generous time off

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a seasoned leader to own the strategy of the servicing operating model as we expand internationally. You’ll guide Customer Operations across products, geographies, and channels, building scalable programs and playbooks for global delivery.

You will partner with Product, Engineering, Analytics, Risk, Training, and Knowledge to drive improvements, align stakeholders, and cultivate a data-driven culture across the organization.

Qualifications

• Must have 12+ years of relevant experience, including 5+ years leading teams or managing other managers.
• Experience building and scaling global customer experience operations across cultures and geographies.
• Deep program and process management expertise (PMP and/or Lean Six Sigma Black Belt a plus).
• Broad, cross-disciplinary expertise with strong understanding of customer care, fraud, and merchant operations.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion; translate ambiguous direction into structured programs.
• Set and adjust the team’s objectives, policies, procedures, and work plans across regions.
• Lead, coach, and develop a multi-discipline team; delegate and ensure execution.
• Drive large-scale cross-area programs for operations; manage scope, schedule, budget, dependencies, and risk.

Skills

Leadership experience

Global operations

Program management

Cross-functional collaboration

Change management

Strategic thinking

Stakeholder influence

Job description

Affirm is seeking a seasoned leader to own the strategy of the servicing operating model as we expand internationally. You’ll guide Customer Operations across products, geographies, and channels, building scalable programs and playbooks for global delivery.

You will partner with Product, Engineering, Analytics, Risk, Training, and Knowledge to drive improvements, align stakeholders, and cultivate a data-driven culture across the organization.