Remote opportunity at
AffirmSenior Manager, Programs - Global Expansion and New Initiatives
Affirm is seeking a Senior Manager, Programs to lead its global expansion and new initiatives within the Operations team. That team's remit covers planning, technical execution,…
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About This Role
Affirm is seeking a Senior Manager, Programs to lead its global expansion and new initiatives within the Operations team. That team's remit covers planning, technical execution, support for customers, fraud work, process design, quality checks, training and program management. The manager defines how customer operations will run across a set of intricate programs that span several functions and open up fresh product lines, partner networks, regions and distribution channels. The…
Job Description
Affirm is seeking a Senior Manager, Programs to lead its global expansion and new initiatives within the Operations team. That team's remit covers planning, technical execution, support for customers, fraud work, process design, quality checks, training and program management. The manager defines how customer operations will run across a set of intricate programs that span several functions and open up fresh product lines, partner networks, regions and distribution channels.
The role manages program and process managers and represents operations to international business teams, giving them clear visibility into performance. It also covers building the standards, methods and playbooks that make expansion programs repeatable at global scale. Duties include owning post-launch performance for the international portfolio, running governance through working groups and business reviews, and coordinating closely with leaders in product, engineering, analytics, risk, training and service delivery.
The ideal candidate has deep customer or merchant servicing expertise, a grounding in financial services, and the ability to turn unclear problems into operating plans. The listing is marked remote and does not name an office. It shows a Canada base pay range starting at 153,000 per year, but the listing is cut off before the upper figure. The pay grade is N and the equity grade is 6.
Responsibilities
- Shape the strategy and roadmap that lets Customer Operations scale for global expansion
- Establish the team's goals, rules, procedures and planning documents, plus the methods and success measures for regional work
- Mentor and grow a group covering two or more disciplines
- Drive large cross-area programs covering merchant and geo launches, automation and new-product scaling
- Work alongside product, engineering, analytics, risk, training and service delivery leaders across each program
- Create agreement among mid- and senior-level leaders, and shape results when situations are delicate or intricate
- Run portfolio governance, including working groups and weekly or monthly business reviews
- Own post-launch operational performance and set up the rituals and roles that keep global teams informed
- Build communication and change-management plans, and track risks, issues, actions and dependencies
- Be the recognized expert on how servicing is organized worldwide
Requirements
- 12 or more years of relevant experience, including at least 5 years leading teams or managing managers and senior professionals
- Experience growing worldwide customer experience operations in varied cultural and regional settings
- Deep expertise in managing programs and processes, and a history of establishing methods and standards
- Broad understanding of customer care, fraud and merchant operations: their processes, systems and measures
- Working understanding of how shared services function
- Ability to work on poorly defined problems without clear strategic direction
- Proven ability to influence and align diverse senior stakeholders
- Sound judgment for discretionary decisions with significant latitude
- Self-starter with urgency, accountability and a results focus
Qualifications
- PMP or Six Sigma Black Belt training
- Background running initiatives in several regions or countries
- Lending or finance-sector experience, particularly consumer credit
Core Skills
Benefits
- Stock-based awards
- Monthly stipends covering health, wellness and technology purchases
- 100% subsidized medical, dental and vision coverage for the employee and dependents
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 listing is marked remote. The posting does not name a specific office or city for this role.
What is the base pay?
The posting shows a Canada base pay range starting at 153,000 per year. The listing is cut off before the upper figure, so the full range is not shown.
What experience does the role require?
The posting asks for 12 or more years of relevant experience, including at least 5 years leading teams or managing other managers.
Which qualifications are preferred?
A PMP or a six-sigma black belt credential is a plus. Experience across multiple markets, plus lending or finance-sector backgrounds particularly in consumer credit, are strongly preferred.
Sample Interview Questions
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