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Director, Customer Operations Vendor Strategy & Execution
Affirm
Calgary, CAN
Full-time
Director
Onsite
CAD 199,000 to CAD 279,000.
Discovered 3 weeks ago
Customer operationsBPO vendor program managementVendor strategy and governanceGlobal vendor network managementAI and automation for customer operationsWorkforce management
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Customer operationsBPO vendor program managementVendor strategy and governance
Role Overview
Affirm is seeking a senior leader to lead its global customer operations BPO and vendor operations program.
The role owns vendor strategy, performance, customer experience, compliance, operational excellence, resiliency, and cost-to-serve.
The leader will manage Vendor Managers and In-Country Vendor Managers and partner with global cross-functional teams.
Key Skills for This Role
Customer operationsBPO vendor program managementVendor strategy and governanceGlobal vendor network managementAI and automation for customer operationsWorkforce management
Full Job Posting
Role overview
Affirm is seeking a senior leader to lead its global customer operations BPO and vendor operations program.
The role owns vendor strategy, performance, customer experience, compliance, operational excellence, resiliency, and cost-to-serve.
The leader will manage Vendor Managers and In-Country Vendor Managers and partner with global cross-functional teams.
Strategy and governance
- Define the long-term strategy for the global customer operations vendor network.
- Establish governance frameworks, performance standards, and accountability mechanisms.
- Lead executive vendor governance forums, quarterly business reviews, strategic planning, and escalations.
- Partner on vendor selection, expansion, remediation, and network design.
Innovation and performance
- Deploy AI and automation across agent and customer servicing workflows.
- Own CSAT, SLA, compliance, quality assurance, productivity, and efficiency outcomes.
- Lead recovery efforts for high-risk vendors and drive cost optimization.
- Define vendor reporting requirements, scorecards, and operational health metrics.
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