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Salary: CAD 128,000 - 188,000 / annual
Affirm is seeking a Senior Program Manager to lead vendor performance and transformation across its global Business Process Outsourcing (BPO) vendor network. This is a senior leadership role within Operations with direct accountability for outcomes across multiple functional areas, requiring strategic oversight, cross-functional leadership, and analytical judgment.
You will own vendor performance including customer experience, service levels, compliance, and quality assurance outcomes. Key responsibilities include leading executive-level vendor governance (quarterly business reviews, escalations), defining operational strategies for horizontal services across the vendor network, and partnering with business analysts to shape metrics and dashboards that drive business decisions.
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'll serve as the entry point and liaison for unique partner operational needs, supporting Strategic Partnerships while translating vendor insights into cross-functional actions that improve customer experience and compliance outcomes.
The role involves leading large initiatives requiring coordination across Operations, Compliance, Product, Risk, Training, Quality Assurance, and Workforce Management. You will act as a senior escalation point for systemic issues and drive key initiatives such as product/process rollouts, vendor migrations, and 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 is a remote-first company. Most roles can be done from almost anywhere within the country of employment. New hires will be invited to attend an in-person onboarding experience.
REQUIREMENTS:
- 8+ years of expertise in vendor/BPO management, operations, or related fields
- Strong analytical background with the 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
- 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 such as Fraud, Payments, and Compliance (preferred)
- Skilled at turning complex data into clear narratives for senior leadership (preferred)
