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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 how Customer Operations scales to support global expansion across new products, merchants, geographies, and channels. This is a Director-level role leading a team of program and process managers, with accountability for adapting the servicing model to new and differentiated products across markets.
You will set the customer operations strategy for a portfolio of complex, cross-functional expansion programs and serve as the operations leader representing the function across international business teams. You'll translate ambiguous business direction into structured programs and clear operating plans, establish operational objectives and policies, and define the methods and frameworks used to run initiatives across regions.
Key responsibilities include:
- Own the strategy and roadmap for how Customer Operations scales globally, managing merchant/geo launches, automation programs, and new-product scaling
- Lead and develop a team spanning two or more disciplines (program management, service delivery, process improvement); oversee professionals and other people leaders
- Drive large-scale, cross-area programs managing scope, schedule, budget, dependencies, and risk across a complex, multi-market servicing landscape
- Partner with Product, Engineering, Analytics, Risk, Training, and Service Delivery leads on cross-functional discovery, planning, and dependency management
- Build alignment across mid- to senior-level leaders; influence outcomes in complex situations
- Own portfolio-level governance through working groups and business reviews; be accountable for decisions affecting team, program, and business results over 1+ year horizons
- 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; develop communication and change-management plans for the portfolio
- Represent unique customer servicing needs of global customers at scale
About Affirm: Affirm exists to give people a clear, predictable way to pay over time with no hidden fees or surprises. The Operations team delivers seamless customer experiences, enables new product capabilities, and ensures operational excellence across strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.
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
- 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
- Self-starter with strong sense of urgency, accountability, and results orientation; genuine enthusiasm for developing people and building new capabilities
