Director, Customer Operations Vendor Strategy & Execution

Affirm is a financial technology company that provides transparent, predictable payment solutions, enabling people to pay over time without hidden fees or surprises. The company leverages advanced technology and analytics to serve a broad population, aiming to make the financial industry fairer and more inclusive.

Affirm is seeking a senior leader to join the Global Operations team as Director, Customer Operations Vendor Strategy & Execution. This role leads Affirm's global BPO and vendor operations program, owning the customer operations vendor strategy, performance, and outcomes across the global servicing network. The leader will manage a team of Vendor Managers and In-Country Vendor Managers, partner with cross-functional stakeholders, and shape the future of Affirm's global servicing network.

• Define and execute the long-term strategy for the global customer operations vendor network, balancing customer experience, operational efficiency, resiliency, compliance, and business continuity.
• Reinvent customer issue resolution and experience across the vendor network, treating the BPO network as an innovation hub.
• Establish governance frameworks, performance standards, and accountability mechanisms across the vendor ecosystem.
• Lead executive-level vendor governance forums, including Quarterly Business Reviews and strategic planning.
• Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design.
• Deploy AI and automation across servicing workflows within the vendor network, including agent assist, quality, forecasting, and customer resolution.
• Own vendor network performance across servicing functions, including CSAT, SLA, compliance, QA, productivity, and efficiency.
• Build mechanisms for vendor performance management, escalation handling, and accountability.
• Lead recovery efforts for high-risk or underperforming vendor relationships and drive cost optimization programs.
• Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics.
• Build a global 'one team' mentality, treating vendors as strategic partners.
• Lead large-scale initiatives such as vendor migrations, specialization efforts, and operating-model transformations.
• 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, establishing role clarity and performance expectations.

• 15+ years in customer operations, including large-scale global vendor BPO program management, operations strategy, or consulting for multi-million-customer businesses using vendor networks.
• 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 workforce 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 and ability to lead diverse international teams.
• Exceptional communication, executive presence, and stakeholder management.

• Industry background in fintech, technology, or financial services.
• 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.

USA Pacific base pay range (CA, WA, NY, NJ, CT): $255,000 - $335,000. USA Sapphire base pay range (all other U.S. states): $226,000 - $306,000. Benefits include health coverage at no cost (100% of premiums for employees and dependents), monthly spending stipends for tech setup and wellness, flexible time off and generous holiday calendars, and an employee stock purchase plan (ESPP) allowing purchase of Affirm stock at a discount.

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