[Hiring] Senior Manager, Programs - Global Expansion and New Initiatives @Affirm

Role Description

As we scale into new products, partners, geographies, and channels, we need an exceptional leader to own the strategy of how our servicing operating model evolves globally. In this role you'll set the customer operations strategy for a portfolio of complex, cross-functional expansion programs, lead a team of program and process managers, and be accountable for adapting the servicing model to new and differentiated products across markets.

In addition, you will be the leader who represents operations across international business teams providing transparency into performance and partnering across product, engineering, and operations to help drive continuous improvement in service delivery for international customers. The ideal candidate pairs strong business acumen and judgment with the ability to lead teams, shape ambiguous problem spaces into clear operating plans, and influence senior partners across the company.

A deep passion for growing international businesses and working to understand the localization needs for customer experience and being able to implement with scale and efficiency will be key.

This role requires deep expertise in the customer/merchant servicing space and a strong grounding in financial services. You'll own a portfolio that spans a multitude of international servicing landscapes — launching, testing and learning in operations, and scaling geo expansions, new product scaling, and new channel expansion — and you'll build the standards, methods, and team that make those programs repeatable at global scale via playbooks.

What You'll Do

• Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels.
• Establish and modify the team's operational objectives, policies, procedures, and work plans.
• Lead, coach, and develop a team spanning two or more disciplines (e.g., program management and service delivery via process/continuous improvement).
• Drive the strategy and success of large-scale, cross-area programs for operations — managing scope, schedule, budget, dependencies, and risk.
• Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads.
• Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations.
• Own portfolio-level governance to drive awareness, issue resolution, and decision-making.
• Own post-launch operational performance for the global international operations portfolio.
• Serve as a recognized subject-matter expert and thought leader on the global servicing operating model.
• Champion an analytical, data-driven culture within the team and across the business.
• Develop communication and change-management plans for the portfolio.
• Represent the unique customer servicing needs of global customers at scale across core operations.

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 and working in global environments across cultures and geographies.
• Deep program and process management expertise (PMP and/or Lean Six Sigma Black Belt a plus).
• Broad, cross-disciplinary expertise and a strong understanding of how the wider organization and market operate.
• Strong knowledge of how shared services operate; experience in services, operations, and/or sales.
• Experience delivering programs across multiple geographies or markets strongly preferred.
• Proven ability to work on unique, poorly defined problems that lack strategic direction.
• Demonstrated ability to influence and build alignment among diverse, senior stakeholders.
• Sound judgment to make discretionary decisions with significant latitude.
• Self-starter with a strong sense of urgency, accountability, and results orientation.

Requirements

• Visa sponsorship is not available for this position.

Benefits

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents.
• Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.