Senior Manager, Programs - Global Expansion and New Initiatives
Remote · Remote US · 5+ years experience · Remote · Posted Oct 9, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Remote
- Location
- Remote · Remote US
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.
Responsibilities
- 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.
- Develop communication and change-management plans for the portfolio, and own the processes for logging and tracking risks, issues, actions, and dependencies.
Requirements
- 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, 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.
- 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.
Preferred qualifications
- PMP and/or Lean Six Sigma Black Belt a plus
- Experience delivering programs across multiple geographies or markets strongly preferred
- Consumer lending or financial services background strongly preferred
Benefits
- Equity rewards
- Monthly stipends for health, wellness and tech spending
- 100% subsidized medical coverage, dental and vision for you and your dependents
- Flexible time off
- Generous holiday calendars
- Employee stock purchase plan (ESPP)
Workplace
- Remote-first with flexibility built in.
Skills
- Program Management
- Process Management
- Customer Service
- Fraud Operations
