Director, Customer Operations Vendor Strategy & Execution

Affirm
United States
Workplace: RemoteFull timeUSD 226,000 - 335,000 annuallyFunction: Strategy & Corporate DevelopmentSkills: ["Customer-centric mindset","Analytical rigor","Strategic thinking","Executive communication","Stakeholder management"]

Lead Affirm’s global customer operations vendor strategy and program execution for a large BPO and vendor network. Own vendor performance, governance, resiliency, compliance, cost-to-serve, and executive QBRs. Partner with cross-functional teams to deploy AI and automation across vendor servicing workflows, improve operational excellence, and drive analytics-driven recommendations. Manage Vendor Managers and In-Country Vendor Managers while shaping the future of Affirm Operations’ customer-centric culture.

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Affirm
Affirm
3 days ago

Director, Customer Operations Vendor Strategy & Execution

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Job Summary

Lead Affirm’s global customer operations vendor strategy and program execution for a large BPO and vendor network. Own vendor performance, governance, resiliency, compliance, cost-to-serve, and executive QBRs. Partner with cross-functional teams to deploy AI and automation across vendor servicing workflows, improve operational excellence, and drive analytics-driven recommendations. Manage Vendor Managers and In-Country Vendor Managers while shaping the future of Affirm Operations’ customer-centric culture.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Director level

Key Responsibilities

  • •Define and execute the long-term strategy for Affirm’s global customer operations vendor network across customer experience, efficiency, resiliency, compliance, and continuity.
  • •Reinvent customer issue resolution and experience delivery across the vendor network using governance frameworks, performance standards, and accountability mechanisms.
  • •Own overall vendor network performance across servicing functions including CSAT, SLA, compliance, QA, productivity, and efficiency; build escalation and accountability mechanisms.
  • •Partner with product, engineering, and operations to deploy agent and customer-facing AI and automation across servicing workflows (agent assist, quality, forecasting, customer resolution).
  • •Lead and develop a team of Vendor Managers and In-Country Vendor Managers, establishing operating rhythms, expectations, and coaching for cross-functional influence.

Pay and Benefits

Salary: USD 226,000 - 335,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceFlexible SpendingPaid LeaveEquity

Key Requirements

  • •15+ years in customer operations, including large-scale global vendor BPO program management, operations strategy, or consulting for customer operations using vendor networks.
  • •10+ years leading managers and/or complex global operational and vendor organizations.
  • •Proven success managing large-scale outsourced operations and global vendor networks across multiple international geographies.
  • •Demonstrated experience deploying AI or automation to improve customer operations or BPO environments at scale.
  • •Strong analytical background using data to drive strategic decisions and operational outcomes.
Experience:FintechFinancial servicesBPOOutsourced operationsGlobal operationsCustomer operations
Skills:Customer-centric mindsetAnalytical rigorStrategic thinkingExecutive communicationStakeholder management
Languages:English

Company Brief

Affirm
Provides point-of-sale lending and buy-now-pay-later (BNPL) solutions for consumers and merchants, enabling installment payments, consumer financing, and embedded financial services through APIs and partnerships with retailers and platforms.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn