Director, Customer Operations Vendor Strategy & Execution

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees or compounding interest. We are looking for a senior leader to join the Affirm Global Operations team as the Director, Vendor Strategy & Operations to lead Affirm's global BPO and vendor operations program and serve as a true partner in reinventing how we serve customers at scale across our large global vendor network.

This leader owns the customer operations vendor strategy, performance, and outcomes of our global servicing network vendor program — customer experience, compliance, operational excellence, resiliency, and cost-to-serve — across a rapidly growing and complex business. The ideal candidate pairs deep expertise in fintech and financial-services customer operations and vendor programs with genuine fluency in applying AI and human call center culture to reinvent servicing across the vendor network.

• 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.
• Deploy agent and customer facing AI and automation across servicing workflows within the vendor network — agent assist, quality, forecasting, and customer resolution.
• 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.
• Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics.
• Build a global 'one team' mentality that treats the vendor network as strategic partners.
• Lead and develop a team of Vendor Managers and In-Country Vendor Managers.

• 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.
• 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.
• 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.

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

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. ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount.