Senior Global Expansion Programs Lead

Affirm; San Diego (CA); À distance; USD 173 000 - 255 000; Plein temps

Résumé du poste

Affirm is seeking an experienced leader to own the strategy of the servicing operating model as it scales globally. You will lead a portfolio across international markets, partnering with product, engineering, and analytics to drive continuous improvement in service delivery for international customers.

You will define governance, manage large programs, and build playbooks to enable scalable, data-driven operations across geographies and channels.

Qualifications

• 12+ years of relevant experience, including 5+ years in leadership roles.
• Experience building and scaling global customer experience operations.
• 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 operations.
• Experience delivering programs across multiple geographies or markets.
• Ability to influence senior stakeholders in complex or sensitive situations.
• Sound judgment balancing research, creativity, and business impact.
• Self-starter with urgency, accountability and results orientation.

Responsabilités

• Own the strategy and roadmap for how Customer Operations scales to support global expansion.
• Establish and modify the team's objectives, policies, procedures, and work plans.
• Lead and develop a team spanning multiple disciplines; delegate and ensure execution.
• Drive large-scale cross-area programs, launches, automation, and new-product scaling.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery.
• Build alignment across senior leaders and cross-functional stakeholders.
• Own portfolio governance and drive decisions affecting business results.
• Oversee post-launch performance for the international operations portfolio.
• Represent Customer Operations in organization-wide initiatives.
• Champion a data-driven culture across teams and the broader business.
• Develop change-management plans and risk/action tracking processes.
• Represent global customer servicing needs at scale.

Connaissances

Leadership

Global operations

Program management

Lean Six Sigma

PMP

Cross-functional collaboration

Stakeholder influence

Problem solving

Description du poste

Affirm is seeking an experienced leader to own the strategy of the servicing operating model as it scales globally. You will lead a portfolio across international markets, partnering with product, engineering, and analytics to drive continuous improvement in service delivery for international customers.

You will define governance, manage large programs, and build playbooks to enable scalable, data-driven operations across geographies and channels.