Senior Manager, Programs - Global Expansion and New Initiatives

About the role

This role will shape the strategy and execution of programs that enable international growth and support new business initiatives across customer operations. You will partner closely with leaders across operations, customer care, fraud, and merchant functions to drive scalable processes, governance, and operational readiness. The position calls for a data-driven operator who can align cross-functional stakeholders, lead a team of program and process managers, and deliver measurable outcomes in a complex, fast-moving environment.

Responsibilities

• Own the strategy for scaling customer operations to support global expansion
• Establish and modify operational objectives, policies, and procedures
• Lead and develop a cross-disciplinary team of program and process managers
• Drive the success of large-scale, cross-functional operational programs
• Partner with various teams to coordinate planning and oversee dependencies
• Build alignment among mid- to senior-level leaders across functions
• Own portfolio-level governance to drive awareness and decision-making
• Champion an analytical, data-driven culture within the team

Qualifications

• 12+ years of relevant experience, including 5+ years in leadership roles
• Experience building and scaling global customer experience operations
• Deep expertise in program and process management; PMP or Lean Six Sigma Black Belt preferred
• Strong understanding of customer care, fraud, and merchant operations
• Experience delivering programs across multiple geographies, preferably in financial services
• Proven ability to influence senior stakeholders in complex situations
• Self-starter with a strong sense of urgency and results orientation

Benefits

• 100% health coverage for employees and their dependents
• Monthly stipends for tech setup and health/wellness options
• Flexible time off and generous holiday calendars
• Employee stock purchase plan (ESPP) allowing purchase of stock at a discount

Compensation

$153,000 – $213,000 annually

Location & Schedule

Remote — US-based candidates only; no visa sponsorship available