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Salary: USD 146,000 - 225,000 / annual
Affirm is seeking a Senior Program Manager to lead performance and transformation across its global BPO vendor network. This is a senior leadership role within Operations with direct accountability for outcomes across multiple functional areas, requiring significant strategic oversight, cross-functional leadership, and analytical judgment.
You will own vendor performance including customer experience, service levels, compliance, and QA outcomes. Key responsibilities include leading executive-level vendor governance (QBRs, escalations), defining operational strategies for horizontal services across the vendor network, and partnering with the Business Analyst team to shape metrics and dashboards needed to run the business.
You will use data to diagnose performance gaps, validate trends, and prioritize interventions. This includes running ad-hoc analyses and scenario modeling to support rapid decision-making. You will support Strategic Partnerships by serving as an entry point and liaison for unique partner operational needs, and lead initiatives requiring coordination across Operations, Compliance, Product, Risk, Training, QA, and Workforce Management.
Your role involves translating vendor insights into cross-functional actions that improve customer experience and compliance outcomes, acting as a senior escalation point for systemic issues, and driving key initiatives such as product/process rollouts, vendor migrations, or regulatory implementations. You will design and execute structured change programs, ensuring vendor readiness and sustained adoption, while championing continuous improvement and innovation across the vendor network.
Affirm's mission is to deliver honest financial products to improve lives by partnering with top companies to offer responsible financial products at the point of sale. The Operations team delivers seamless customer experiences, enables new product capabilities, and ensures operational excellence across strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management.
REQUIREMENTS:
- 8+ years of expertise in vendor/BPO management, operations, or related fields
- Strong analytical background with ability to define the right questions, work with analysts to build the right tools, and run independent analysis when needed
- Proven ability to drive vendor accountability through scorecards, governance, and structured interventions
- Track record of leading large, cross-functional programs with measurable business impact
- Exceptional communication and influencing skills with internal and vendor executives
- Preferred: Experience managing vendor networks of 2,000+ agents across multiple geographies
- Preferred: Industry background in fintech, technology, or high-growth customer operations
- Preferred: Knowledge of compliance-heavy functions (Fraud, Payments, Compliance)
- Preferred: Skilled at turning complex data into clear narratives for senior leadership
