Director, Global Vendor Operations & AI-Driven Servicing

Affirm; Dallas (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 Director, Vendor Strategy & Operations to lead the global BPO and vendor operations program within the Global Operations team. You will own strategy, performance, and outcomes of a large vendor network, shaping customer experience, compliance, and cost-to-serve across a growing operating model.

The role requires senior leadership experience in fintech/customer operations, with a track record of building data-driven, high-performing teams and applying AI to servicing at scale.

Qualifications

• 15+ years in customer operations—global vendor BPO program management, operations strategy, or consulting for fast-paced, multi-million-customer businesses.

Responsibilities

• Define and execute long-term strategy for affirm's global customer operations vendor network across customer experience, efficiency, resiliency, and compliance.
• Reinvent issue resolution and service delivery within the vendor network to treat BPO as an innovation hub, not a cost center.
• Lead governance forums, establish performance standards, drive accountability across the vendor ecosystem.
• Partner with cross-functional teams to deploy AI and automation in servicing workflows within the vendor network.
• Own vendor network performance across CSAT, SLA, compliance, QA, productivity, and cost-to-serve.

Skills

Vendor management

Operations strategy

AI in ops

Cross-functional leadership

Executive communication

Job description

Affirm is seeking a Director, Vendor Strategy & Operations to lead the global BPO and vendor operations program within the Global Operations team. You will own strategy, performance, and outcomes of a large vendor network, shaping customer experience, compliance, and cost-to-serve across a growing operating model.

The role requires senior leadership experience in fintech/customer operations, with a track record of building data-driven, high-performing teams and applying AI to servicing at scale.