Director, Customer Operations Vendor Strategy & Execution

Affirm
Canada
Workplace: RemoteFull timeUSD 199,000 - 279,000 annuallyFunction: Strategy & Corporate DevelopmentSkills: ["Customer-centricity","Analytical rigor","Strategic thinking","Cross-functional influence","Executive communication"]

Lead Affirm’s global customer operations vendor strategy and program execution, owning the performance and outcomes of the vendor-servicing network across customer experience, compliance, operational excellence, resiliency, and cost-to-serve. Define long-term vendor network strategy and governance, reinvent customer issue resolution through AI and automation, drive performance and recovery for underperforming vendors, and partner cross-functionally to deliver data-driven decisions and scalable operating-model transformations.

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Affirm
Affirm
3 days ago

Director, Customer Operations Vendor Strategy & Execution

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead Affirm’s global customer operations vendor strategy and program execution, owning the performance and outcomes of the vendor-servicing network across customer experience, compliance, operational excellence, resiliency, and cost-to-serve. Define long-term vendor network strategy and governance, reinvent customer issue resolution through AI and automation, drive performance and recovery for underperforming vendors, and partner cross-functionally to deliver data-driven decisions and scalable operating-model transformations.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Director level

Key Responsibilities

  • •Define and execute long-term strategy for Affirm’s global customer operations vendor network, balancing customer experience, efficiency, resiliency, compliance, and business continuity.
  • •Reinvent customer issue resolution and vendor-network experience, treating the BPO network as an innovation hub and leading governance frameworks and performance standards.
  • •Own overall vendor network performance across servicing functions (CSAT, SLA, compliance, QA, productivity, and efficiency), including escalation handling and vendor accountability.
  • •Partner with Analytics to define vendor reporting requirements, scorecards, and operational health metrics, translating trends into actionable recommendations.
  • •Lead and develop Vendor Managers and In-Country Vendor Managers; drive large-scale initiatives such as vendor migrations, operating-model transformations, and regulatory implementations.

Pay and Benefits

Salary: USD 199,000 - 279,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionRemote WorkEquity

Key Requirements

  • •15+ years in customer operations, including large-scale global vendor/BPO program management, operations strategy, or consulting for multi-customer businesses using vendor networks.
  • •10+ years leading managers and/or complex global operational and vendor organizations.
  • •Proven experience managing large-scale outsourced operations and global vendor networks across multiple international geographies.
  • •Experience deploying AI or automation to improve customer operations or BPO environments at scale.
  • •Strong analytical background and track record leading cross-functional initiatives with measurable business impact.
Experience:FintechFinancial services
Skills:Customer-centricityAnalytical rigorStrategic thinkingCross-functional influenceExecutive communication

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