The opportunity
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.
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.
What they're looking for
- Own portfolio-level governance (working groups, weekly/monthly business: reviews) to drive awareness, issue resolution, and decision-making; be accountable for decisions that affect team, program, and overall business results over a medium-term (1yr+) horizon and that can carry company-wide effects.
- Own post-launch operational performance for the global international: operations portfolio and set up rituals and roles to support global business teams with transparent performance and improvement plans across servicing and operations.
- Serve as a recognized subject-matter expert and thought leader on the global: servicing operating model; build networks and represent Customer Operations on broader, organization-wide initiatives.
- Champion an analytical, data-driven culture within the team and across: Product, Analytics, Engineering, and the broader business.
