Director, Customer Operations Vendor Strategy & Execution

• Partner deeply across product, engineering and operations teams to deploy agent and customer facing AI and automation across servicing workflows within the vendor network — agent assist, quality, forecasting, and customer resolution — to reinvent cost-to-serve and elevate vendor agent and customer experience.
• Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one.

• 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, and drive systemic improvements across vendors and functional PODs.
• Lead recovery efforts for high-risk or underperforming vendor relationships.
• Drive target cost optimization programs across all global vendors.

• Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics.
• Translate operational trends into actionable recommendations for senior leadership, ensuring decisions are grounded in data and measurable outcomes.

• Build a global "one team" mentality that treats the vendor network as strategic partners rather than order-takers.
• Serve as the primary operational leader for vendor-supported servicing functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance.
• Lead large-scale initiatives — vendor migrations, specialization efforts, operating-model transformations, and regulatory implementations.
• 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, embodying a customer-centric culture and Affirm's values by example.
• Establish role clarity, operating rhythms, and performance expectations across the organization.
• Coach leaders to strengthen analytical rigor, strategic thinking, vendor-management capability, and cross-functional influence.
• Build a high-performing organization anchored in accountability, ownership, and continuous improvement.

What we look for

• 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 (or demonstrated equivalent leadership trajectory).
• 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 — a proven ability to lead and motivate diverse international teams and to build a customer-centric, high-performing culture across varied call-center and BPO environments.
• 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.
• Leading in fast paced rapid growth environments.

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

Affirm is proud to be a remote-first company!

The majority of our roles are remote and you can work almost anywhere within the country of employment.

Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.

A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first.

Some key highlights of our benefits package include:

• 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 allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities.

We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

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