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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 rapidly growing global servicing network, with accountability for customer experience, compliance, operational excellence, resiliency, and cost-to-serve.
The ideal candidate combines deep fintech and financial-services customer operations expertise with fluency in AI applications and call center culture. You will think like an owner, be relentlessly customer-centric, and drive both culture and data-driven operations across a complex vendor ecosystem.
Key responsibilities include: defining and executing long-term strategy for the global vendor network; establishing governance frameworks and performance standards; leading executive-level vendor governance forums including quarterly business reviews; partnering on vendor selection, expansion, and network design; deploying AI and automation across servicing workflows to reinvent cost-to-serve; owning vendor network performance metrics (CSAT, SLA, compliance, QA, productivity); building vendor performance management and accountability mechanisms; driving cost optimization programs; partnering with analytics to define reporting and operational health metrics; building a "one team" mentality across the vendor network; serving as primary operational leader for vendor-supported servicing functions; leading large-scale initiatives including vendor migrations and operating-model transformations; and leading and developing a team of Vendor Managers and In-Country Vendor Managers.
This role is scoped to grow, with the right leader expanding into broader operational scope as the transformation matures and playing a key leadership role in shaping the future of Affirm Operations and customer-centric company culture. You will partner closely with cross-functional stakeholders including Product, Engineering, Workforce Management, QA, Training, Risk, and Compliance.
