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Practising for the listing Senior Manager, Programs - Global Expansion and New Initiatives. Its requirements are filled in below. When you have an answer you like, paste it with your CV in Career Mirror to see which of the job's skills it shows.

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Senior Manager, Programs - Global Expansion and New Initiatives
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.

About the Operations team
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. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.

About the role
As we scale into new products, partners, geographies, and channels, we need an exceptional leader to own the strategy of how our servicing operating model evolves globally. 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 clear 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.

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.

• 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.

• 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.

What We Look For

• 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).

• Strong knowledge of how shared services operate; experience in services, operations, and/or sales.

• Experience delivering programs across multiple geographies or markets strongly preferred; consumer lending or financial services background strongly preferred.

• 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.

• Sound judgment to make discretionary decisions with significant latitude, balancing research, creativity, and business impact.

• Self-starter with a strong sense of urgency, accountability, and results orientation, and a genuine enthusiasm for developing people and building new capabilities.

Base Pay Grade - N

Equity Grade - 6

Employees new to Affirm typically come in at the start of the pay range . Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

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.

#LI-Remote

Remote-first with flexibility built in
Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.

Benefits designed for you
Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

• Health coverage at no cost: We cover 100% of premiums for employees and their dependents.

• Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.

• Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.

• Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.

We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.

For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.

By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.

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Requirements found

Customer Service Training Marketing Scheduling Budgeting Sales Onboarding

What this posting asks for

Level: Manager — The title says "Manager".

Main responsibilities

Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels — …
Establish and modify the team's operational objectives, policies, procedures, and work plans; define the methods, frameworks, and success criteria used to ru…
Lead, coach, and develop a team spanning two or more disciplines (e.g., program management and service delivery via process/continuous improvement); oversee …
Drive the strategy and success of large-scale, cross-area programs for operations— merchant/geo launches, automation and efficiency programs, new-product sca…
Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scopin…
Build alignment across mid- to senior-level leaders cross-functionally; influence outcomes in complex or sensitive situations while strengthening those relat…
Own portfolio-level governance (working groups, weekly/monthly business reviews) to drive awareness, issue resolution, and decision-making; be accountable fo…
Own post-launch operational performance for the global international operations portfolio and set up rituals and roles to support global business teams with …
Serve as a recognized subject-matter expert and thought leader on the global servicing operating model; build networks and represent Customer Operations on b…
Champion an analytical, data-driven culture within the team and across Product, Analytics, Engineering, and the broader business.

Competencies an interviewer will look for

Technical skill Core
In the posting: “In addition, you will be the leader who represents operations across international business teams providing transparency into performance and partnering acro…” · “Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scopin…” · “Champion an analytical, data-driven culture within the team and across Product, Analytics, Engineering, and the broader business.”
Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
Ownership and accountability Core
In the posting: “As we scale into new products, partners, geographies, and channels, we need an exceptional leader to own the strategy of how our servicing operating model ev…” · “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 …” · “Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels — …”
Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
Customer focus Core
In the posting: “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.” · “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 …”
Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
Planning and organisation Core
In the posting: “The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.” · “Drive the strategy and success of large-scale, cross-area programs for operations— merchant/geo launches, automation and efficiency programs, new-product sca…” · “Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scopin…”
Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
Adaptability and learning Core
In the posting: “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 …” · “The ideal candidate pairs strong business acumen and judgment with the ability to lead teams, shape ambiguous problem spaces into clear operating plans, and …” · “Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels — …”
Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
Attention to detail and quality Core
In the posting: “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.” · “You'll own a portfolio that spans a multitude of international servicing landscapes — launching, testing and learning in operations, and scaling geo expansio…”
Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
Stakeholder management Core
In the posting: “As we scale into new products, partners, geographies, and channels, we need an exceptional leader to own the strategy of how our servicing operating model ev…” · “The ideal candidate pairs strong business acumen and judgment with the ability to lead teams, shape ambiguous problem spaces into clear operating plans, and …” · “Own the strategy and roadmap for how Customer Operations scales to support global expansion — new products, merchants/partners, geo launches, and channels — …”
Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
Teamwork and collaboration Core
In the posting: “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 …” · “Partner in lock step with Product, Engineering, Analytics, Risk, Training, Knowledge, and Service Delivery leads to run cross-functional discovery and scopin…”
Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
Leadership and mentoring Core
In the posting: “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 …” · “Lead, coach, and develop a team spanning two or more disciplines (e.g., program management and service delivery via process/continuous improvement);”
Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
Data and analysis Core
In the posting: “Champion an analytical, data-driven culture within the team and across Product, Analytics, Engineering, and the broader business.” · “Broad, cross-disciplinary expertise and a strong understanding of how the wider organization and market operate, complemented by deep functional knowledge of…”
Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
Problem solving Supporting
In the posting: “We drive efficiency, resolve issues quickly, and scale operations as the business grows.”
Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
Communication Supporting
In the posting: “Develop communication and change-management plans for the portfolio, and own the processes for logging and tracking risks, issues, actions, and dependencies.”
Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.

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Practice questions

Tell me about yourself. Dedicated step-by-step practice.
If an interviewer asks something improper How to respond to questions about age, family, origin or health.
Built from this posting (8):
Walk me through a piece of work where you used your strongest technical skill. What exactly did you do? From this posting
Tell me about a task you took from start to finish without anyone asking you to. From this posting
Describe a time you went out of your way to solve a customer's problem. From this posting
You have three urgent tasks due today and time to finish only two. How do you decide? From this posting
How have you used customer service in your work? Walk me through one real example. From this posting
Tell me about a problem you solved using training. From this posting
Tell me about a time you helped someone on your team get better at their work. From this posting
Tell me about a difficult problem you solved at work. How did you find the cause? From this posting
This posting reads as Data analysis: its questions come first.
Tell me about an analysis that changed a decision. Data analysis
Describe a time you found that the data you were given was wrong. Data analysis
A manager asks you for 'the numbers' by tomorrow with no further detail. What do you do? Data analysis
How do you check that a query or spreadsheet you built gives the right answer? Data analysis
What makes a dashboard useful, and how have you built one? Data analysis
Tell me about a time you explained a statistical result to people without a data background. Data analysis
Sales dropped 15% last month. How would you find out why? Data analysis
Describe a new tool or technique you learned to finish a piece of work. Data analysis
A customer is angry about a delay you did not cause. What do you do?
Two managers ask you to book the same room at the same time. What do you do?
Tell me about a sale or agreement you are proud of.
Describe a time you handled an upset customer or colleague.
Tell me about a time you had several deadlines at once. How did you decide what to do first?
Give an example of a mistake you caught before it caused a problem.
Tell me about a time you taught someone how to do something.
Describe a time you took the lead without being asked.
Tell me about a time you had to explain something complicated in simple terms.
Describe a process you improved.
Do you have any questions for us?
Why do you want to work here?
Why is there a gap in your employment? Difficult question
Why did you leave your last job? Difficult question
Why are you changing careers? Difficult question
What is your greatest weakness? Difficult question
What are your salary expectations? Difficult question
You seem overqualified for this role. Why do you want it? Difficult question
Improper-question practice: How old are you? / Do you have children? / Where are you from originally?
How do you keep track of many open customer requests?
Tell me about a time you could not give a customer what they wanted.
You find that the inventory count does not match the system. What do you do?
Tell me about a time a shipment or delivery went wrong.
How do you make sure safety rules are followed on a busy shift?
How have you used spreadsheets in your work?
Tell me about a time you had to enter or check a lot of data accurately.
A prospect says your price is too high. How do you respond?
How do you keep your pipeline organised?
Tell me about a technical problem you solved on your own.
You find a bug right before a release. What do you do?
Walk me through how you would check whether a report's numbers are right.