Director, Global Vendor Strategy & Customer Operations

Affirm; San Diego (CA); On-site; USD 255,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

Employee stock purchase plan

Job summary

Affirm is seeking a seasoned leader to join the global operations team as Director, Vendor Strategy & Operations to drive Affirm's vendor network strategy, performance, and outcomes across a growing BPO and service ecosystem.

The role partners with cross-functional teams to shape vendor governance, AI-enabled servicing, and cost-to-serve improvements, while building a customer-centric culture and scalable operating model for global operations.

Qualifications

• 15+ years in customer operations or vendor program management.
• 10+ years leading managers and/or complex global operational and vendor organizations.
• Experience with large-scale outsourced operations and global vendor networks across multiple geographies.
• Experience deploying AI or automation to improve customer operations at scale.
• Strong analytical background, data-driven decisions and measurable outcomes.

Responsibilities

• Define and execute the long-term strategy for Affirm's global customer operations vendor network.
• Reinvent issue resolution and experience across the vendor network to treat BPO as an innovation hub.
• Establish governance, performance standards, and accountability across the vendor ecosystem.
• Lead executive-level vendor governance forums, reviews, and escalation management.
• Drive cost-optimization programs and vendor performance across global vendors.

Skills

Vendor strategy

Operations leadership

AI & automation

Executive collaboration

Job description

Affirm is seeking a seasoned leader to join the global operations team as Director, Vendor Strategy & Operations to drive Affirm's vendor network strategy, performance, and outcomes across a growing BPO and service ecosystem.

The role partners with cross-functional teams to shape vendor governance, AI-enabled servicing, and cost-to-serve improvements, while building a customer-centric culture and scalable operating model for global operations.