AI-Driven Global Vendor Strategy Director

Affirm; Houston (TX); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking a Senior Director of Vendor Strategy & Operations to lead its global BPO and vendor operations program. The role focuses on customer experience, cost-to-serve, compliance, and operational excellence across a growing vendor network.

The ideal candidate brings fintech operations experience and a track record in building data-driven, customer-centric vendor ecosystems, with strong leadership across global teams and cross-functional partners.

Qualifications

• 15+ years in customer operations or large-scale vendor BPO program management.
• 10+ years leading managers and complex global operations.
• Proven experience with outsourcing vendor networks across geographies.
• Experience deploying AI/automation to improve operations.

Responsibilities

• Define and execute long-term strategy for global vendor network and ensure customer experience, efficiency, resiliency and compliance.
• Lead AI-driven and automation initiatives across servicing workflows in the vendor network.
• Own vendor network performance including CSAT, SLA, QA, productivity and cost-to-serve.
• Collaborate with Analytics to define reporting and health metrics; translate data into actionable decisions.
• Lead and develop Vendor Managers; foster a high-performing, customer-centric culture.

Skills

Vendor strategy

Operations leadership

AI & automation

Vendor governance

Cross-functional leadership

Job description

Affirm is seeking a Senior Director of Vendor Strategy & Operations to lead its global BPO and vendor operations program. The role focuses on customer experience, cost-to-serve, compliance, and operational excellence across a growing vendor network.

The ideal candidate brings fintech operations experience and a track record in building data-driven, customer-centric vendor ecosystems, with strong leadership across global teams and cross-functional partners.