indeed
Director, Customer Operations Vendor Strategy & Execution
Affirm
Remote, CAN
Director
Remote
CAD 199,000 to CAD 279,000 per year
Discovered 3 weeks ago
Customer operationsBPO program managementVendor network strategyVendor performance managementOperations strategyAI and automation
Free
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Customer operationsBPO program managementVendor network strategy
Role Overview
Lead Affirm's global BPO and vendor operations program across a large customer servicing network.
Own vendor strategy, performance, customer experience, compliance, operational excellence, resilience, and cost-to-serve.
Partner across the organization to transform how customers are served at scale.
Key Skills for This Role
Customer operationsBPO program managementVendor network strategyVendor performance managementOperations strategyAI and automation
Full Job Posting
Role Overview
Lead Affirm's global BPO and vendor operations program across a large customer servicing network.
Own vendor strategy, performance, customer experience, compliance, operational excellence, resilience, and cost-to-serve.
Partner across the organization to transform how customers are served at scale.
Strategy and Governance
- Define and execute long-term strategy for the global customer operations vendor network.
- Establish governance frameworks, performance standards, and accountability mechanisms.
- Lead executive-level vendor governance forums, quarterly business reviews, strategic planning, and escalation management.
- Partner on vendor selection, expansion, remediation, and network design.
AI and Operational Innovation
- Deploy agent-facing and customer-facing AI and automation across servicing workflows.
- Use experimentation to reimagine the vendor operating model and improve cost-to-serve and experience.
Performance and Analytics
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