Senior Manager, Programs - Global Expansion and New Initiatives

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About the role

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. About the Operations team The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk. About the role As we scale into new products, partners, geographies, and channels, we need an exceptional leader to own the strategy of how our servicing operating model evolves globally. In this role you'll set the customer operations strategy for a portfolio of complex, cross-functional expansion programs, lead a team of program and process managers, and be accountable for adapting the servicing model to new and differentiated products across markets. In addition, you will be the leader who represents operations across international business teams providing transparency into performance and partnering across product, engineering, and operations to help drive continuous improvement in service delivery for international customers. The ideal candidate pairs strong business acumen and judgment with the ability to lead teams, shape ambiguous problem spaces into clear operating plans, and influence senior partners across the company. A deep passion for growing international businesses and working to understand the localization needs for customer experience and being able to implement with scale and efficiency will be key. This role requires deep expertise in the customer/merchant servicing space and a strong grounding in financial services. You'll own a portfolio that spans a multitude of international servicing landscapes — launching, testing and learning in operations, and scaling geo expansions, new product scaling, and new channel expansion — and you'll build the standards, methods, and team that make those programs repeatable at global scale via playbooks. What You'll Do • Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels — translating ambiguous, undefined business direction into structured programs and clear operating plans. • Establish and modify the team's operational objectives, policies, procedures, and work plans; define the methods, frameworks, and success criteria used to run initiatives across regions. • Lead, coach, and develop a team spanning two or more disciplines (e.g., program management and service delivery via process/continuous improvement); oversee professionals and, where applicable, other people leaders; delegate assignments and ensure effective execution. • Drive the strategy and success of large-scale, cross-area programs for operations— merchant/geo launches, automation and efficiency programs, new-product scaling — managing scope, schedule, budget, dependencies, and risk across a complex, multi-market servicing landscape. • Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scoping, coordinate planning, and oversee dependencies through the full program lifecycle. • Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations while strengthening those relationships. • Own portfolio-level governance (working groups, weekly/monthly business reviews) to drive awareness, issue

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