Senior Manager, Programs - Global Expansion and New Initiatives
A
AffirmFinancial services
Remote USFull-TimeManager
Salary173,000 - 233,000 USD per year
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Job Details
- Experience
- 12+ years of relevant experience, including 5+ years leading teams and/or managing other managers or senior professionals.
- Required Skills
- Change Management
Requirements
- 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 across cultures and geographies.
- Deep program and process management expertise; PMP and/or Lean Six Sigma Black Belt is a plus.
- Track record of defining methods and standards, not just applying them.
- Broad cross-disciplinary expertise and understanding of how the wider organization and market operate.
- Deep functional knowledge of customer care, fraud, and/or merchant operations, including processes, systems, and key metrics.
- Strong knowledge of shared services; experience in services, operations, and/or sales.
- Ability to solve poorly defined problems, evaluate intangibles, and create approaches and evaluation criteria.
- Demonstrated ability to influence and align diverse senior stakeholders in complex or sensitive situations.
- Consumer lending or financial services background strongly preferred.
Responsibilities
- Own the strategy and roadmap for scaling Customer Operations across new products, merchants, partners, geographies, and channels.
- Establish operational objectives, policies, procedures, work plans, methods, frameworks, and success criteria.
- Lead, coach, and develop a team spanning program management and service delivery or process improvement.
- Drive large-scale operations programs, managing scope, schedule, budget, dependencies, and risk.
- Partner with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads throughout program lifecycles.
- Own portfolio governance, including working groups and business reviews, to support issue resolution and decision-making.
- Oversee post-launch operational performance and establish rituals and roles for transparent performance and improvement plans.
- Develop communication and change-management plans, and track risks, issues, actions, and dependencies.
- Represent global customer servicing needs across core operations and broader organization-wide initiatives.
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