Director, Vendor Strategy & Operations

📋 Description

• Define and execute the long-term strategy for Affirm's global customer operations vendor network.
• Lead governance forums, performance standards, and escalation management for the vendor ecosystem.
• Partner with cross-functional teams to deploy AI and automation across servicing workflows in the
• Own vendor network performance across CSAT, SLA, QA, productivity, and cost-to-serve.
• Lead and develop a global team of Vendor Managers and In-Country Vendor Managers.

🎯 Requirements

• 15+ years in customer operations with large-scale global vendor BPO program management or
• 10+ years leading managers and complex global vendor organizations.
• Proven success in managing outsourced ops and global vendor networks across geographies.
• Experience deploying AI/automation to improve operations at scale; strong data-driven decision
• Exceptional communication, executive presence, and stakeholder management.

🎁 Benefits

• Remote-first culture with flexibility to work remotely within the country of employment.
• Competitive benefits package including health coverage for dependents and ESPP.
• Equity rewards and wellness stipends; generous time off and other perks.