Senior Manager, Programs – Global Expansion, New Initiatives

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

📋 Description

• Take ownership of the strategy and roadmap to scale Customer Operations for international growth across various products, merchants/partners, regions, and channels.

• Define and adjust operational objectives, policies, procedures, work plans, methods, frameworks, and success metrics.

• Lead, mentor, and cultivate a team that encompasses program management and service delivery/process enhancement disciplines.

• Spearhead large-scale cross-functional operations initiatives, overseeing scope, timelines, budget, dependencies, and risks.

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

• Foster alignment among mid- to senior-level cross-functional executives and drive favorable outcomes.

• Manage portfolio governance, business evaluations, 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 regarding the global servicing operating model.

• Promote a culture centered on analytics and data-driven decision-making.

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

• Advocate for global customer servicing requirements across 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.

• Background in working within global environments across diverse 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 grasp of organizational and market operations.

• In-depth understanding of customer care, fraud, and/or merchant operations, including related processes, systems, and key performance indicators.

• Strong familiarity with shared services operations.

• Experience in services, operations, and/or sales sectors.

• Previous experience delivering programs across multiple regions or markets is highly preferred.

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

• Capability to tackle unique, ill-defined challenges and develop effective approaches and evaluation criteria.

• Ability to influence and align a diverse range of senior stakeholders.

• Sound judgment for discretionary decisions with considerable latitude.

• A self-starter with a sense of urgency, accountability, results-oriented mindset, and enthusiasm for developing talent and enhancing capabilities.

🏝️ Benefits

• Equity rewards may be part of the overall compensation package.

• 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 schedule.

• Employee stock purchase plan (ESPP) with discounted Affirm stock.

• Remote-first work flexibility.

• Inclusive interview process and accommodations for disabilities.

• In-person onboarding experience for all new hires.