AI-Driven Global Vendor Strategy & Operations Leader

Socket.dev; United States; Remote; CAD 199,000 - 279,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Equity rewards

Remote-first company

Job summary

Affirm is seeking a Director of Vendor Strategy & Operations to lead our global BPO and vendor operations program. You will own vendor strategy, performance, and outcomes across a large vendor network, focusing on customer experience, compliance, cost-to-serve, and operational excellence.

You will lead a team of Vendor Managers, partner with cross-functional stakeholders, and shape the future of Affirm’s servicing network, with a strong emphasis on AI and data-driven decision-making.

Qualifications

• 15+ years in customer operations — including large-scale global vendor BPO program management or equivalent leadership trajectory.
• 10+ years leading managers and/or complex global operational and vendor organizations.
• Proven success managing large-scale outsourced operations across multiple geographies.
• Experience deploying AI or automation to improve customer operations or BPO environments at scale.
• Strong analytical background using data to drive strategic decisions.

Responsibilities

• Define and execute the long-term strategy for affirm’s global customer operations vendor network.
• Reinvent how we resolve customer issues and deliver experience across the vendor network.
• Establish governance frameworks, performance standards, and accountability mechanisms.
• Lead executive-level vendor governance forums and quarterly business reviews.
• Partner with stakeholders on vendor selection, expansion, and network design.
• Lead a team of Vendor Managers and In-Country Vendor Managers.
• Build a global, one-team culture with cross-functional collaboration across Product, Engineering, Workforce, QA, Risk, and Compliance.

Skills

Vendor management

Operations strategy

Leadership

Data-driven decisions

Stakeholder management

Executive presence

AI / automation

Cross-functional collaboration

Job description

Affirm is seeking a Director of Vendor Strategy & Operations to lead our global BPO and vendor operations program. You will own vendor strategy, performance, and outcomes across a large vendor network, focusing on customer experience, compliance, cost-to-serve, and operational excellence.

You will lead a team of Vendor Managers, partner with cross-functional stakeholders, and shape the future of Affirm’s servicing network, with a strong emphasis on AI and data-driven decision-making.