Senior Program Manager

Affirm, Inc.; Ottawa; Remote; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

Generous time off

Health benefits

Parental leave

Learning & Development

Away days

Job summary

Affirm, Inc. is seeking a Senior Partner Manager to lead performance and transformation across our global BPO vendor network. This role owns vendor performance, including customer experience, service levels, compliance, and QA outcomes.

You will lead executive-level vendor governance, define operational strategies, and drive cross-functional initiatives with Operations, Compliance, Product, Risk, Training, QA, and WFM. Strong analytics and stakeholder influence are required to succeed.

Qualifications

• 8+ years in vendor/BPO management and operations.
• Experience managing large vendor networks across geographies.
• Background in fintech, technology, or high-growth customer operations.

Responsibilities

• Own vendor performance including CX, SLAs, QA, and compliance.
• Lead executive-level vendor governance (QBRs, escalations).
• Define operational strategies across the vendor network.
• Collaborate with Business Analyst teams to shape metrics and dashboards.
• Translate insights into cross-functional actions to improve outcomes.

Skills

Vendor management

Analytical mindset

Executive communication

Cross-functional leadership

Job description

• The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence
• The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows
• Our goal is to deliver seamless support while maintaining high standards and reducing risk
• Affirm’s mission is to deliver honest financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the point of sale. Working jointly with our clients, Affirm co-develops and executes on joint partnership strategies to innovate and grow the business
• We are seeking a Partner Manager to lead performance and transformation across our global BPO vendor network
• This role is accountable for driving vendor excellence and customer satisfaction at scale, while also shaping long-term vendor strategy and leading large cross-functional initiatives. The ideal candidate will bring both vendor/BPO management expertise, and the analytical capability to validate, interpret, and act on data, enabling better decisions and driving change at scale
• This is a senior leadership role within Operations, with direct accountability for outcomes across multiple functional areas, across customer needs and requiring significant strategic oversight, cross-functional leadership, and sharp analytical judgement
• Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes
• Lead executive-level vendor governance (e.g. QBRs, escalations)
• Define operational strategies for horizontal services across the vendor network
• Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the business
• Use data to diagnose performance gaps, validate trends, and prioritize interventions
• Run ad-hoc analyses and scenario modeling to support rapid decision-making
• Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs
• Lead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM
• Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes
• Act as senior escalation point for systemic issues
• Drive key initiatives such as product/process rollouts, vendor migrations, or regulatory implementations
• Design and execute structured change programs, ensuring vendor readiness and sustained adoption
• Champion continuous improvement and innovation across the vendor network

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth

Skilled at turning complex data into clear narratives for senior leadership (preferred)Strong analytical background with the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when neededExceptional communication and influencing skills with internal and vendor executivesProven ability to drive vendor accountability through scorecards, governance, and structured interventionsIndustry background in fintech, technology, or high-growth customer operations (preferred)Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred)Track record of leading large, cross-functional programs with measurable business impact8+ years of expertise in vendor/BPO management, operations, or related fieldsKnowledge of compliance-heavy functions (Fraud, Payments, Compliance) (preferred)