Senior Manager, Programs – Global Expansion, New Initiatives

Affirm

. Own the strategy and roadmap for scaling Customer Operations for global expansion across products, merchants/partners, geographies, and channels .

Posted 10/9/2026full-timeRemote • CanadaSenior💰 CA$153,000 - CA$213,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in scaling global customer operations, with a strong focus on program and process management. Capable of leading cross-functional teams and influencing senior stakeholders while fostering a data-driven culture.

Highest-signal resume keywords

Global Customer Experience OperationsProgram ManagementProcess ManagementPMP CertificationLean Six Sigma Black Belt

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementProcess ManagementCustomer Care OperationsFraud OperationsMerchant OperationsShared Services OperationsData-Driven Decision MakingChange ManagementRisk ManagementBudget Management

Soft Skills

LeadershipInfluencing StakeholdersCoachingResults OrientationAccountability

Certifications & Qualifications

PMP CertificationLean Six Sigma Black Belt

Industry Keywords

Global OperationsConsumer LendingFinancial ServicesCross-Functional CollaborationOperational Performance

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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