Note: The job is a remote job and is open to candidates in USA. Affirm is reinventing credit by offering consumers flexible buy-now-pay-later options without hidden fees or compounding interest. The Director, Customer Operations Vendor Strategy & Execution will lead the global BPO and vendor operations program, owning vendor strategy, performance, customer experience, compliance, resiliency, and cost-to-serve. The role will lead vendor managers, drive AI-enabled operational innovation, and partner cross-functionally to transform global servicing operations.
Responsibilities
- Define and execute the long-term strategy for Affirm's global customer operations vendor network, balancing customer experience, operational efficiency, resiliency, compliance, and business continuity across all global vendors
- Reinvent how we resolve customer issues and deliver experience across the vendor network, treating the BPO vendor network as an innovation hub rather than a cost center
- Establish governance frameworks, performance standards, and accountability mechanisms across the global vendor ecosystem
- Lead executive-level vendor governance forums, including Quarterly Business Reviews, strategic planning, and escalation management
- Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design, evaluating capabilities, geographic footprint, and concentration risk to inform future-state decisions
- Partner deeply across product, engineering and operations teams to deploy agent and customer facing AI and automation across servicing workflows within the vendor network — agent assist, quality, forecasting, and customer resolution — to reinvent cost-to-serve and elevate vendor agent and customer experience
- Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one
- Own overall vendor network performance across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency outcomes
- Build mechanisms for vendor performance management, escalation handling, and vendor accountability, and drive systemic improvements across vendors and functional PODs
- Lead recovery efforts for high-risk or underperforming vendor relationships
- Drive target cost optimization programs across all global vendors
- Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics
- Translate operational trends into actionable recommendations for senior leadership, ensuring decisions are grounded in data and measurable outcomes
- Build a global "one team" mentality that treats the vendor network as strategic partners rather than order-takers
- Serve as the primary operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance
- Lead large-scale initiatives — vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations
- Act as the executive escalation point for complex vendor, operational, and customer-experience issues
- Lead and develop a team of Vendor Managers and In-Country Vendor Managers, embodying a customer-centric culture and Affirm's values by example
- Establish role clarity, operating rhythms, and performance expectations across the organization
- Coach leaders to strengthen analytical rigor, strategic thinking, vendor-management capability, and cross-functional influence
- Build a high-performing organization anchored in accountability, ownership, and continuous improvement
Skills
- 15+ years in customer operations — including large-scale global vendor BPO program management, operations strategy, or consulting for fast-paced, multi-million-customer businesses using vendor networks (or demonstrated equivalent leadership trajectory)
- 10+ years leading managers and/or complex global operational and vendor organizations
- Proven success managing large-scale outsourced operations and global vendor networks across multiple international geographies
- Experience leading and optimizing supply and demand management with global work force management teams
- Demonstrated experience deploying AI or automation to improve customer operations or BPO environments at scale
- Strong analytical background, using data to drive strategic decisions and operational outcomes
- Track record leading large cross-functional initiatives with measurable business impact
- Deep cultural fluency across global geographies — a proven ability to lead and motivate diverse international teams and to build a customer-centric, high-performing culture across varied call-center and BPO environments
- Exceptional communication, executive presence, and stakeholder management
- Industry background in fintech, technology, or financial services, or other high-growth operational environments
- Knowledge of consumer facing compliance-heavy functions such as Fraud, Payments, Compliance, or Financial Operations
- Experience building operating models, governance frameworks, and scalable service-delivery organizations
- Experience designing vendor network strategies that balance performance, resiliency, scalability, and risk
- Leading in fast paced rapid growth environments
Benefits
- Affirm is proud to be a remote-first company; the majority of roles are remote and you can work almost anywhere within the country of employment.
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
Company Overview
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