Global Vendor Operations Director — AI-Driven CX

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

Benefits offered by this job

Health insurance

Equity rewards

Remote-first culture

Flexible spending wallets

Time off

Job summary

Affirm is seeking a Director, Vendor Strategy & Operations to lead its global vendor network and oversee BPO operations. You will shape strategy, governance, performance, and cost-to-serve while applying AI and human-centric call center principles to scale servicing.

Lead Vendor Managers across regions and partner with cross-functional teams to drive outcomes. The role demands senior leadership, deep fintech operations experience, and a track record of transforming vendor ecosystems into

Qualifications

• 15+ years in customer operations or vendor programs at scale.
• 10+ years leading managers and cross-functional teams.
• Proven track record in global vendor networks and BPO programs.
• Experience deploying AI/automation to improve operations.

Responsibilities

• Define and execute long-term strategy for the global vendor network across customer operations.
• Reinvent issue resolution and customer experience across the vendor network.
• Establish governance, standards, and accountability across vendors.
• Lead executive-level vendor governance forums and quarterly reviews.
• Partner on vendor selection, expansion, and network design.
• Lead AI/automation initiatives across servicing workflows with vendors.
• Own vendor performance metrics, escalation, and continuous improvements.
• Build data-driven insights and operational health reporting with Analytics.
• Foster a global 'one team' culture and cross-functional partnership.
• Lead large-scale initiatives like migrations, operating-model changes, and regulatory implementations.

Skills

Vendor management

Operations leadership

AI in customer ops

Data-driven decisions

Strategic planning

Job description

Affirm is seeking a Director, Vendor Strategy & Operations to lead its global vendor network and oversee BPO operations. You will shape strategy, governance, performance, and cost-to-serve while applying AI and human-centric call center principles to scale servicing.

Lead Vendor Managers across regions and partner with cross-functional teams to drive outcomes. The role demands senior leadership, deep fintech operations experience, and a track record of transforming vendor ecosystems into