Senior Manager, Programs – Global Expansion, New Initiatives
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Job Description
Senior operations leader scaling Affirm’s global customer servicing model across products, markets, and channels. Leading cross-functional programs and teams for the financial services company.
Responsibilities:
- Own the strategy and roadmap for scaling Customer Operations for global expansion across products, merchants/partners, geographies, and channels
- Establish and modify operational objectives, policies, procedures, work plans, methods, frameworks, and success criteria
- Lead, coach, and develop a team spanning program management and service delivery/process improvement disciplines
- Drive large-scale cross-functional operations programs, managing scope, schedule, budget, dependencies, and risk
- Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads throughout program lifecycles
- Build alignment among mid- to senior-level cross-functional leaders and influence outcomes
- Own portfolio governance, business reviews, issue resolution, and decision-making
- Own post-launch operational performance for the global international operations portfolio
- 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 and track risks, issues, actions, and dependencies
- Represent global customer servicing needs across core operations
Requirements:
- 12+ years of relevant experience
- 5+ years leading teams and/or managing other managers or senior professionals
- Experience building and scaling global customer experience operations
- Experience working in global environments across cultures and geographies
- Deep program and process management expertise
- PMP and/or Lean Six Sigma Black Belt is a plus
- Broad cross-disciplinary expertise and strong understanding of organizational and market operations
- Deep functional knowledge of customer care, fraud, and/or merchant operations, including processes, systems, and key metrics
- Strong knowledge of shared services operations
- 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
- Ability to work on unique, poorly defined problems and create approaches and evaluation criteria
- Ability to influence and align diverse, senior stakeholders
- Sound judgment for discretionary decisions with significant latitude
- Self-starter with urgency, accountability, results orientation, and enthusiasm for developing people and building capabilities
Benefits:
- Equity rewards may be included in the total compensation package
- Monthly stipends for health, wellness and tech spending
- 100% subsidized medical coverage for employees and dependents
- Dental and vision coverage for employees and dependents
- Flexible time off
- Generous holiday calendars
- Employee stock purchase plan (ESPP) with discounted Affirm stock
- Remote-first flexibility
- Inclusive interview process and disability accommodations
- In-person onboarding experience for all new hires
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