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Salary: CAD 153,000 - 213,000 / annual
Affirm is seeking a Senior Manager, Programs to own the strategy and execution of global customer operations as the company scales into new products, partners, geographies, and channels. You will lead a team of program and process managers, set the customer operations strategy for a portfolio of complex, cross-functional expansion programs, and be accountable for adapting the servicing model to new and differentiated products across markets.
You will serve as the operations leader representing the company across international business teams, providing transparency into performance and partnering with product, engineering, and operations to drive continuous improvement in service delivery for international customers. This role requires deep expertise in customer and merchant servicing within financial services, with responsibility for a portfolio spanning multiple international servicing landscapes—launching, testing, learning, and scaling geo expansions, new product scaling, and new channel expansion.
Key responsibilities include:
- Owning the strategy and roadmap for how Customer Operations scales to support global expansion, translating ambiguous business direction into structured programs and clear operating plans
- Establishing operational objectives, policies, procedures, and work plans; defining methods, frameworks, and success criteria for running initiatives across regions
- Leading, coaching, and developing a team spanning two or more disciplines (program management, service delivery, process improvement); overseeing professionals and other people leaders
- Driving large-scale, cross-area programs for operations (merchant/geo launches, automation, new-product scaling), managing scope, schedule, budget, dependencies, and risk
- Partnering with Product, Engineering, Analytics, Risk, Training, and Service Delivery leads on cross-functional discovery, planning, and dependency oversight
- Building alignment across mid- to senior-level leaders; influencing outcomes in complex situations
- Owning portfolio-level governance (working groups, business reviews) to drive awareness, issue resolution, and decision-making
- Owning post-launch operational performance for the global international operations portfolio and setting up rituals to support global business teams
- Serving as a subject-matter expert and thought leader on the global servicing operating model
- Championing an analytical, data-driven culture within the team and across the organization
- Developing communication and change-management plans for the portfolio
Requirements:
- 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), with a track record of defining methods and standards
- Broad, cross-disciplinary expertise and strong understanding of how the wider organization and market operate, complemented by deep functional knowledge of customer care, fraud, and/or merchant operations (processes, systems, and key metrics)
- Strong knowledge of how shared services operate; experience in services, operations, and/or sales
- Experience delivering programs across multiple geographies or markets strongly preferred
- Consumer lending or financial services background strongly preferred
- Proven ability to work on unique, poorly defined problems that lack strategic direction—evaluating intangibles, applying conceptual thinking, and creating the approach and evaluation criteria
- Demonstrated ability to influence and build alignment among diverse, senior stakeholders in complex or sensitive situations
- Sound judgment to make discretionary decisions with significant latitude, balancing research, creativity, and business impact
- Self-starter with strong sense of urgency, accountability, and results orientation; genuine enthusiasm for developing people and building new capabilities
