Senior Global Expansion & Programs Leader

Affirm; San Francisco (CA); Remote; USD 195,000 - 255,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly stipends for tech setup

Generous time-off and holidays

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a senior leader to own the strategy of the servicing operating model for global customer operations. You will lead a portfolio of cross-functional expansion programs, manage a multi-discipline team, and drive scalable, world-wide service delivery for international customers.

You will collaborate with Product, Engineering, Analytics, Risk, Training, and Knowledge teams to ensure repeatable processes across markets.

Qualifications

• 12+ years of relevant experience, including 5+ years leading teams and/or managing other managers or senior professionals.
• 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 knowledge of customer care, fraud, and/or merchant operations.
• Experience in shared services, services, or sales.
• Experience delivering programs across multiple geographies or markets; financial services background preferred.

Responsibilities

• Own the strategy and roadmap for how Customer Operations scales to support global expansion.
• Establish and modify operational objectives, policies, procedures, and work plans.
• Lead and develop a team across multiple disciplines; delegate assignments and ensure execution.
• Drive the strategy of large-scale, cross-area programs for operations across markets.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads.
• Build alignment across senior leaders and influence outcomes in complex situations.
• Own portfolio governance to drive awareness, issue resolution, and decisions.
• Own post-launch operational performance for the global portfolio and set up improvement plans.
• Represent Customer Operations in cross-functional initiatives and thought leadership.
• Champion a data-driven culture and develop change-management plans.

Skills

Leadership

Program management

Cross-functional

Lean Six Sigma

Global operations

Communication

Education

PMP Certification

Lean Six Sigma Black Belt

Job description

Affirm is seeking a senior leader to own the strategy of the servicing operating model for global customer operations. You will lead a portfolio of cross-functional expansion programs, manage a multi-discipline team, and drive scalable, world-wide service delivery for international customers.

You will collaborate with Product, Engineering, Analytics, Risk, Training, and Knowledge teams to ensure repeatable processes across markets.