Senior Manager, Programs - Global Expansion and New Initiatives

Role overview

Responsibilities

• Set the Customer Operations scaling strategy and turn ambiguous direction into clear operating plans.
• Establish operational objectives, policies, procedures, frameworks, and success criteria.
• Lead teams and large programs across merchant and geographic launches, automation, efficiency, and new products.
• Manage program scope, schedule, budget, dependencies, and risk across markets.
• Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery across the program lifecycle.
• Own portfolio governance, reviews, post-launch performance, and continuous improvement plans.
• Develop people, represent Customer Operations, and promote data-driven decisions and effective change management.

Requirements

• 12+ years of relevant experience, including 5+ years leading teams or managing managers and senior professionals.
• Experience building and scaling global customer experience operations across cultures and geographies.
• Deep program and process management expertise and a record of defining methods and standards; PMP and/or Lean Six Sigma Black Belt is a plus.
• Knowledge of customer care, fraud, and/or merchant operations and shared services.
• Experience across multiple geographies and consumer lending or financial services is strongly preferred.
• Ability to shape poorly defined problems, influence senior stakeholders, and make sound decisions.

Skills and domains

• Customer servicing, global operations, program and process management, customer experience, and cross-functional leadership.
• Experience in services, operations, and/or sales; familiarity with fraud and merchant operations is relevant.

Compensation

• Canadian base pay range is CAD 153,000–213,000 per year.
• Total compensation may include equity, monthly spending stipends, and benefits.

Workplace

• Remote role open to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.
• Affirm describes itself as remote-first; some roles may occasionally require office attendance, and new hires are invited to in-person onboarding.