SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 173,000 - 255,000 / annual
Affirm is seeking a Senior Manager, Programs to own the strategy and execution of global expansion initiatives across customer operations. This is a Director-level role leading a team of program and process managers, responsible for scaling Affirm's servicing operating model across new products, geographies, partners, and channels.
You will 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'll represent operations across international business teams, providing transparency into performance and partnering with product, engineering, and operations leadership to drive continuous improvement in service delivery for international customers.
Key responsibilities include:
- Own the strategy and roadmap for how Customer Operations scales to support global expansion—new products, merchant/partner launches, geo launches, and channels—translating ambiguous business direction into structured programs and clear operating plans.
- Establish operational objectives, policies, procedures, and work plans; define methods, frameworks, and success criteria for running initiatives across regions.
- Lead, coach, and develop a team spanning two or more disciplines (program management and service delivery); oversee professionals and other people leaders.
- Drive large-scale, cross-area programs for operations (merchant/geo launches, automation, new-product scaling), managing scope, schedule, budget, dependencies, and risk across a complex, multi-market servicing landscape.
- Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads on cross-functional discovery, scoping, planning, and dependency oversight through the full program lifecycle.
- Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations.
- Own portfolio-level governance (working groups, business reviews) to drive awareness, issue resolution, and decision-making.
- Own post-launch operational performance for the global international operations portfolio and set up rituals to support global business teams with transparent performance and improvement plans.
- Serve as a 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; own processes for logging and tracking risks, issues, actions, and dependencies.
- Represent the unique customer servicing needs of global customers at scale.
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—not just applying them.
- 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.
Note: Visa sponsorship is not available for this position.
