Note: The job is a remote job and is open to candidates in USA. Affirm is seeking a Partner Manager to lead performance and transformation across its global BPO vendor network. The role drives vendor excellence and customer satisfaction, shapes vendor strategy, and leads cross-functional initiatives using data and operational insights.
Responsibilities
- Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes
- Lead executive-level vendor governance (e.g. QBRs, escalations)
- Define operational strategies for horizontal services across the vendor network
- Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the business
- Use data to diagnose performance gaps, validate trends, and prioritize interventions
- Run ad-hoc analyses and scenario modeling to support rapid decision-making
- Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs
- Lead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM
- Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes
- Act as senior escalation point for systemic issues
- Drive key initiatives such as product/process rollouts, vendor migrations, or regulatory implementations
- Design and execute structured change programs, ensuring vendor readiness and sustained adoption
- Champion continuous improvement and innovation across the vendor network
Skills
- 8+ years of expertise in vendor/BPO management, operations, or related fields
- Strong analytical background with the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when needed
- Proven ability to drive vendor accountability through scorecards, governance, and structured interventions
- Track record of leading large, cross-functional programs with measurable business impact
- Exceptional communication and influencing skills with internal and vendor executives
- Experience managing vendor networks of 2,000+ agents across multiple geographies
- Industry background in fintech, technology, or high-growth customer operations
- Knowledge of compliance-heavy functions (Fraud, Payments, Compliance)
- Skilled at turning complex data into clear narratives for senior leadership
Benefits
- 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.
- 100% of premiums covered for employees and their dependents for health coverage.
- Monthly stipends support your tech setup and the ability to choose health and wellness options.
- Flexible time off and generous holiday calendars.
- Employee stock purchase plan (ESPP) lets employees buy Affirm stock at a discount.
Company Overview
Company H1B Sponsorship