Remote opportunity at
AffirmSenior Manager, Programs - Global Expansion and New Initiatives
Affirm has an opening for a Senior Manager, Programs focused on global expansion and new initiatives within its Operations team. The Operations group runs customer service,…
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About This Role
Affirm has an opening for a Senior Manager, Programs focused on global expansion and new initiatives within its Operations team. The Operations group runs customer service, fraud operations, quality, training and program management, and aims to keep support seamless while reducing risk. This leader owns how Customer Operations scales as the company adds new products, merchants or partners, geographies and channels. The job covers setting the strategy and roadmap for…
Job Description
Affirm has an opening for a Senior Manager, Programs focused on global expansion and new initiatives within its Operations team. The Operations group runs customer service, fraud operations, quality, training and program management, and aims to keep support seamless while reducing risk. This leader owns how Customer Operations scales as the company adds new products, merchants or partners, geographies and channels.
The job covers setting the strategy and roadmap for a set of complex programs, defining the methods and frameworks used to run them, and building playbooks that make launches repeatable across markets. The manager leads a team that spans program management and process improvement, represents operations to international business teams and reports performance to them openly. Work includes partnering with product, engineering, analytics, risk and service delivery, and being accountable for decisions that affect results over a horizon of a year or more.
The role is remote-first with flexibility, and some positions occasionally require in-person work, with a small number of roles office-based. Visa sponsorship is not offered for this job. The US base pay range is $195,000 to $255,000 USD in California, Washington, New York, New Jersey and Connecticut, and $173,000 to $233,000 USD in all other states. The listed equity grade is 9.
Responsibilities
- Set the strategy and roadmap for scaling Customer Operations across new products, merchants, geo launches and channels
- Establish operating objectives, policies and procedures, and define success criteria for regional initiatives
- Lead and develop a team spanning program management and service delivery or continuous improvement
- Control scope, timelines, spending, interdependencies and exposure across large programs spanning several markets
- Coordinate planning across product, engineering, analytics, risk, training and service delivery teams
- Run portfolio governance through working groups and weekly or monthly business reviews
- Own post-launch performance and set up the rituals and roles that keep global teams informed
- Serve as the go-to authority on how servicing works worldwide, and speak for Customer Operations across the company
- Maintain logs of risks, issues, actions and dependencies, and develop change-management plans
- Promote an analytics-first mindset in the team and across the business
Requirements
- 12 or more years of relevant experience, with at least 5 years leading teams or other managers
- Experience growing worldwide service operations in several cultures and regions
- Deep program and process management knowledge and a record of setting methods and standards
- Broad expertise in customer care, fraud and merchant operations, including the metrics that matter
- Understanding of how shared services operate, and experience in services, operations or sales
- Ability to make sense of poorly defined problems and build an approach and evaluation criteria
- Ability to win over senior stakeholders when situations are intricate or delicate
- Judgment for discretionary decisions with significant latitude
- Self-starter with urgency, accountability and a drive for results
Qualifications
- PMP or Six Sigma Black Belt training
- Experience delivering programs across several geographies
- Consumer finance experience, such as lending, is strongly preferred
Core Skills
Benefits
- Stock-based awards
- Monthly stipends covering health, wellness and technology
- 100% subsidized medical, dental and vision coverage for employees and dependents
- Time away from work that is flexible, with a full holiday calendar
- Employee stock purchase plan
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
The posting describes a remote-first role with flexibility. Some positions occasionally need in-person work, and a small number of roles are office-based.
What is the US base pay?
The US base pay range is $195,000 to $255,000 USD in California, Washington, New York, New Jersey and Connecticut, and $173,000 to $233,000 USD in other states.
Does Affirm sponsor visas for this role?
No. The posting says visa sponsorship is not offered for this job.
What experience is needed?
The posting asks for 12 or more years of relevant experience, including at least five years leading teams or managing managers.
Sample Interview Questions
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