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Salary: USD 173,000 - 255,000 / annual
Affirm is seeking a Senior Manager to own the strategy and execution of Customer Operations as the company scales into new products, partners, geographies, and channels globally. This is a Director-level role leading a team of program and process managers, accountable for evolving the servicing operating model across international markets.
Key Responsibilities:
- Own the strategy and roadmap for how Customer Operations scales to support global expansion, translating ambiguous business direction into structured programs and clear operating plans.
- 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-functional programs for operations—merchant/geo launches, automation, new-product scaling—managing scope, schedule, budget, dependencies, and risk across multi-market servicing landscapes.
- Partner with Product, Engineering, Analytics, Risk, Training, and Service Delivery leads on cross-functional discovery, planning, and dependency management through full program lifecycle.
- Build alignment across mid- to senior-level leaders; influence outcomes in complex situations while strengthening relationships.
- 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; set up rituals and roles to support global business teams with transparent performance and improvement plans.
- Serve as subject-matter expert and thought leader on the global servicing operating model; represent Customer Operations on organization-wide initiatives.
- Champion an analytical, data-driven culture within the team and across Product, Analytics, Engineering, and the broader business.
- Develop communication and change-management plans; own processes for logging and tracking risks, issues, actions, and dependencies.
- Represent unique customer servicing needs of global customers at scale across core operations.
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.
Note: Visa sponsorship is not available for this position.
