Director, Customer Operations Vendor Strategy & Execution @Affirm

Overview

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. The company is looking for a senior leader to join the Global Operations team as the Director of Vendor Strategy & Operations, responsible for leading Affirm's global BPO and vendor operations program.

Key Responsibilities

• Define and execute the long-term strategy for Affirm's global customer operations vendor network.
• Reinvent how customer issues are resolved across the vendor network.
• Establish governance frameworks, performance standards, and accountability mechanisms for the vendor ecosystem.
• Lead executive-level vendor governance forums and partner with Financial Partnerships on vendor selection and network design.
• Deploy AI and automation across servicing workflows within the vendor network to enhance operating models.
• Own overall vendor network performance, including CSAT, SLA, and compliance metrics.
• Partner with Analytics to define vendor reporting and translate operational trends into actionable insights for leadership.
• Build a global "one team" mentality and serve as the primary operational leader for vendor-supported functions.
• Lead and develop a team of Vendor Managers, establishing role clarity and performance expectations.

Requirements

• 15+ years in customer operations, especially with global vendor BPO program management.
• 10+ years leading managers and/or complex global operational organizations.
• Proven success managing large-scale outsourced operations.
• Strong analytical skills for strategic decision-making.
• Exceptional communication and stakeholder management abilities.

Benefits

• Comprehensive health care coverage for employees and their dependents.
• Generous stipends for technology, food, lifestyle needs, and family forming expenses.
• Competitive vacation and holiday time off.
• Employee stock purchase plan at a discount.

Location

Remote, Canada

How to Apply

Submit your application through the Affirm career portal.

Deadline

Not specified.