Director, Customer Operations Vendor Strategy & Execution @Affirm

Overview

Affirm is seeking a senior leader to join the Global Operations team as the Director of Customer Operations Vendor Strategy & Execution. This role is focused on leading Affirm's global BPO and vendor operations program while promoting a customer-centric approach to service delivery across a complex and growing vendor network.

Key Responsibilities

• Define and execute the long-term strategy for Affirm's global customer operations vendor network.
• Reinvent customer issue resolution and enhance the customer experience across the vendor network.
• Establish governance frameworks, performance standards, and accountability mechanisms.
• Lead executive-level vendor governance forums and manage critical vendor partnerships.
• Partner with product, engineering, and operations to deploy AI and automation in workflows.
• Oversee vendor performance, including CSAT, SLA, compliance, and efficiency outcomes.
• Translate operational trends into actionable recommendations for senior leadership.
• Lead vendor migrations and regulatory implementations while managing team development.

Requirements

• 15+ years in customer operations, with extensive experience in managing global vendor BPO programs.
• 10+ years of experience leading managers and complex global operational organizations.
• Proven track record in large-scale outsourced operations and managing global vendor networks.
• Demonstrated experience in deploying AI in customer operations.
• Strong analytical skills to inform strategic decisions and operational outcomes.
• Exceptional communication and stakeholder management abilities.

Benefits

• Health care coverage with all premiums paid for you and dependents.
• Flexible Spending Wallets for various expenses.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan at a discount.

Location

Remote - US-based

How to Apply

Interested candidates can apply by visiting Affirm's career page.

Deadline

Not stated.