Senior Programs Manager

Job Summary

Leading the strategy for global customer operations, the full-time remote Senior Programs Manager will oversee complex cross-functional expansion programs, manage a team of program and process managers, and adapt servicing models for new products and markets.

Key responsibilities

• Own the strategy and roadmap for scaling Customer Operations to support global expansion and new product initiatives
• Lead and develop a team across multiple disciplines, ensuring effective execution of operational objectives and policies
• Drive large-scale programs for merchant and geo launches, managing scope, schedule, budget, and risk across diverse markets

Required qualifications

• 12+ years of relevant experience, including 5+ years in leadership roles managing teams or senior professionals
• Experience in building and scaling global customer experience operations across diverse cultures and geographies
• Deep expertise in program and process management, with a track record of defining and implementing methods and standards
• Strong understanding of customer care, fraud, and merchant operations within financial services
• Proven ability to influence and align diverse senior stakeholders in complex situations