Senior Manager, Programs - Global Expansion and New Initiatives (Fintech)

Location: Remote within the United States

Base pay: $173,000–$233,000 USD for most U.S. states; $195,000–$255,000 USD for California, Washington, New York, New Jersey, and Connecticut.

Company

Affirm provides transparent consumer financing that allows customers to pay over time without hidden fees.

What you will do

• Own the strategy and roadmap for scaling Customer Operations across new products, merchants, partners, geographies, and channels.
• Define operating objectives, policies, frameworks, methods, and success criteria for initiatives across regions.
• Lead, coach, and develop teams spanning program management, service delivery, process management, and continuous improvement.
• Manage large-scale, cross-functional programs covering launches, automation, efficiency, and new-product scaling, including scope, budgets, dependencies, and risks.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery throughout the program lifecycle.
• Own portfolio governance and post-launch performance, using reviews, improvement plans, data, and change-management processes.

Requirements

• 12+ years of relevant experience, including 5+ years leading teams, managers, or senior professionals.
• Experience building and scaling global customer experience operations across cultures and geographies.
• Deep expertise in program and process management, including defining methods and operational standards.
• Functional knowledge of customer care, fraud, merchant operations, shared services, systems, and key metrics.
• Experience working across multiple markets; consumer lending or financial services experience is strongly preferred.
• Ability to solve ambiguous problems, influence senior stakeholders, make discretionary decisions, and develop people.

Nice to have

• PMP certification or Lean Six Sigma Black Belt.

Culture & Benefits

• Remote-first work model with flexibility within the country of employment.
• In-person onboarding for new hires and occasional office work where required by the position.
• Medical coverage with 100% of premiums covered for employees and dependents, plus dental and vision coverage.
• Monthly technology, health, and wellness spending stipends.
• Flexible time off, generous holiday calendars, and an employee stock purchase plan.
• Visa sponsorship is not available for this position.