Senior Manager, Programs – Global Expansion and New Initiatives

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the strategy and roadmap aimed at expanding Customer Operations to facilitate global growth across various products, merchants/partners, regions, and channels.

• Create and adjust operational objectives, policies, procedures, work plans, methods, frameworks, and criteria for success.

• Lead, mentor, and develop a team that encompasses program management as well as service delivery and process improvement disciplines.

• Oversee large-scale cross-functional operations initiatives, managing scope, schedule, budget, dependencies, and risks.

• Collaborate with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leaders throughout the program lifecycle.

• Foster alignment with mid- to senior-level cross-functional leaders and influence results.

• Manage portfolio-level governance, business reviews, issue resolution, and decision-making processes.

• Oversee post-launch operational performance for the global international operations portfolio.

• Act as a subject-matter expert and thought leader on the global servicing operating model.

• Promote an analytical, data-driven culture.

• Develop communication and change-management strategies while tracking risks, issues, actions, and dependencies.

• Represent the global customer servicing needs within core operations.

⛳️ Requirements

• A minimum of 12 years of relevant experience.

• At least 5 years of experience in leading teams and/or managing other managers or senior professionals.

• Proven experience in building and scaling global customer experience operations.

• Experience working in diverse global environments across different cultures and regions.

• Extensive expertise in program and process management.

• PMP and/or Lean Six Sigma Black Belt certification is advantageous.

• Broad cross-disciplinary knowledge with a strong understanding of organizational and market operations.

• In-depth functional expertise in customer care, fraud, and/or merchant operations, including processes, systems, and key metrics.

• Strong familiarity with shared services operations.

• Background in services, operations, and/or sales.

• Experience in delivering programs across multiple geographies or markets is highly preferred.

• A background in consumer lending or financial services is strongly preferred.

• Ability to tackle unique, poorly defined problems that lack strategic direction.

• Proven capability to influence and align diverse senior stakeholders.

• Sound judgment with the ability to make discretionary decisions with considerable latitude.

• A self-starter who demonstrates urgency, accountability, results orientation, and a passion for developing people and building capabilities.

• Visa sponsorship is not available for this position.

🏝️ Benefits

• Equity rewards may be included in total compensation.

• Monthly stipends for health, wellness, and technology expenses.

• Comprehensive medical coverage for employees and their dependents at no cost.

• Dental and vision insurance for employees and their dependents.

• Flexible time off policy.

• Generous holiday schedules.

• Employee stock purchase plan (ESPP) allowing employees to purchase Affirm stock at a discounted rate.

• Remote-first work flexibility.

• Inclusive interview process with accommodations available for candidates with disabilities.

• In-person onboarding experience provided for all new hires.