The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. Our goal is to deliver seamless support while maintaining high standards and reducing risk.

In this role you'll set the customer operations strategy for a portfolio of complex, cross‑functional expansion programs, lead a team of program and process managers, and be accountable for adapting the servicing model to new and differentiated products across markets. In addition, you will be the leader who represents operations across international business teams providing transparency into performance and partnering across product, engineering, and operations to help drive continuous improvement in service delivery for international customers. The ideal candidate pairs strong business acumen and judgment with the ability to lead teams, shape ambiguous problem spaces into explicit operating plans, and influence senior partners across the company.

A deep passion for growing international businesses and working to understand the localization needs for customer experience and being able to implement with scale and efficiency will be key. This role requires deep expertise in the customer/merchant servicing space and a strong grounding in financial services. You'll own a portfolio that spans a multitude of international servicing landscapes — launching, testing and learning in operations, and scaling geo expansions, new product scaling, and new channel expansion — and you'll build the standards, methods, and team that make those programs repeatable at global scale via playbooks.

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; program management and service delivery via process/continuous improvement); 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; 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.

Develop communication and change‑management plans for the portfolio, and own the processes for logging and tracking risks, issues, actions, and dependencies. Represent the unique customer servicing needs of global customers at scale across core operations. 12+ years of relevant experience, including 5+ years leading teams and/or managing other managers or senior professionals. ~ Experience building and scaling global customer experience operations and working in global environments across cultures and geographies.



~ Deep program and process management expertise (PMP and/or Lean Six Sigma Black Belt a plus), with a track record of defining methods and standards — not just applying them. ~ Broad, cross‑disciplinary expertise and a strong understanding of how the wider organization and market operate, complemented by deep functional knowledge of customer care, fraud, and/or merchant operations (processes, systems, and key metrics). ~ Proven ability to work on unique, poorly defined problems that lack strategic direction — evaluating intangibles, applying conceptual thinking, and creating the approach and evaluation criteria. ~ Demonstrated ability to influence and build alignment among diverse, senior stakeholders in complex or sensitive situations. ~ Self‑starter with a solid sense of urgency, accountability, and results orientation, and a genuine enthusiasm for developing people and building new capabilities.

Equity

Grade - 6 Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) CAN base pay range per year: 153,000 - 213,000 CAD Location - Remote Canada This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. Remote‑first with flexibility built in Affirm is proud to be a remote‑first company. Some positions may occasionally require in‑person work at an Affi m office, and a few are office‑based due to the nature of the work.

Health coverage at no cost: Flexible time off and generous holiday calendars help you rest when you need to. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help. By clicking "Submit Application," you acknowledge that you have read Affi m's Global Candidate Privacy Notice and consent to the use of your personal information as described. #

📌 Senior Manager, Programs - Global Expansion and New Initiatives (St. John's)
🏢 Affirm
📍 St. John's