Director, Global Vendor Strategy & Operations (Remote)

Affirm; Kitchener; On-site; CAD 276,000 - 387,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is a remote-first fintech redefining credit. We seek a Director, Vendor Strategy & Operations to lead the global BPO and vendor network, shaping customer experience, compliance, resiliency, and cost-to-serve across a growing ecosystem.

You will partner with product, engineering, and operations to deploy AI-enabled servicing, governance, and cross-functional leadership, with scope for expansion as we transform.

Qualifications

• 15+ years in customer operations including large-scale vendor programs.
• 10+ years leading managers and complex global operations.
• Experience deploying AI/automation to improve customer operations at scale.
• Strong analytical background and data-driven decision making.
• Proven track record leading cross-functional strategic initiatives.

Responsibilities

• Define and execute long-term strategy for the global vendor network.
• Reinvent issue resolution and customer experience across the network.
• Establish governance, standards, and accountability for vendors.
• Lead executive-level vendor governance forums and planning.
• Drive cost optimization and performance improvements across vendors.

Skills

Strategic leadership

Vendor management

Operations strategy

AI in customer ops

Data-driven decisions

Cross-functional leadership

Education

Bachelor's degree in related field

Job description

Affirm is a remote-first fintech redefining credit. We seek a Director, Vendor Strategy & Operations to lead the global BPO and vendor network, shaping customer experience, compliance, resiliency, and cost-to-serve across a growing ecosystem.

You will partner with product, engineering, and operations to deploy AI-enabled servicing, governance, and cross-functional leadership, with scope for expansion as we transform.