SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Affirm is seeking a Director of Customer Operations Vendor Strategy & Execution to lead the company's global BPO and vendor operations program. This senior leadership role owns the customer operations vendor strategy, performance, and outcomes across Affirm's large global servicing network, with accountability for customer experience, compliance, operational excellence, resiliency, and cost-to-serve.
The ideal candidate brings deep expertise in fintech and financial-services customer operations combined with fluency in AI applications and call center culture. You will think like an owner, not an administrator, and be relentlessly customer-centric—diving deep into both customer and front-line vendor agent experience.
Key responsibilities include:
Strategy & Governance: Define and execute long-term strategy for the global vendor network, balancing customer experience, efficiency, compliance, and business continuity. Establish governance frameworks and performance standards. Lead executive-level vendor forums including Quarterly Business Reviews and strategic planning. Partner on vendor selection, expansion, and network design.
AI & Innovation: Partner across product, engineering, and operations to deploy agent-facing and customer-facing AI and automation across servicing workflows—agent assist, quality, forecasting, and resolution. Bring an experimentation mindset to reimagine the vendor operating model, not just optimize the current one.
Performance & Excellence: Own vendor network performance across CSAT, SLA, compliance, QA, productivity, and efficiency. Build vendor performance management and accountability mechanisms. Lead recovery efforts for underperforming relationships and drive cost optimization programs.
Analytics & Decision-Making: Partner with analytics teams to define vendor reporting, scorecards, and operational health metrics. Translate trends into actionable recommendations grounded in data.
Cross-Functional Leadership: Build a "one team" mentality treating vendors as strategic partners. Serve as primary operational leader for vendor-supported functions, partnering with Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance. Lead large-scale initiatives including vendor migrations and operating-model transformations.
People Leadership: Lead and develop a team of Vendor Managers and In-Country Vendor Managers. Establish role clarity, operating rhythms, and performance expectations. Coach leaders to strengthen analytical rigor, strategic thinking, and vendor-management capability.
This role is scoped to grow, with the right leader expanding into broader operational scope as transformation matures and playing a key leadership role in shaping Affirm's future operations and customer-centric culture.
