Director, Global Vendor Strategy & Operations

Affirm; Boulder (CO); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health insurance

ESPP

Time off

Job summary

Affirm is seeking a senior leader to join the Global Operations team as Director, Vendor Strategy & Operations to guide our global BPO and vendor network. You will own the vendor strategy, performance, and outcomes across customer experience, compliance, and cost-to-serve, partnering with product, engineering and cross-functional stakeholders.

This role offers remote-first flexibility and a chance to shape an owner-led, data-driven operations culture at scale.

Qualifications

• 15+ years in customer operations or global vendor program management.
• 10+ years leading managers and complex global teams.
• Proven experience deploying AI or automation to improve operations at scale.
• Fintech/financial services familiarity preferred.

Responsibilities

• Define long-term strategy for Affirm's global vendor network and balance CX, efficiency, resiliency and cost-to-serve across all vendors.
• Reinvent how issues are resolved and experiences are delivered across the vendor network.
• Establish governance, standards, and accountability across the ecosystem; lead QBRs and escalation management.
• Partner with Product, Engineering, and other functions to deploy AI/automation in servicing workflows.
• Own vendor performance metrics, drive improvements, and cost-optimization programs across vendors.
• Lead large cross-functional initiatives like migrations, operating-model transformations, and regulatory deployments.

Skills

Vendor strategy

Operations leadership

Data-driven decisions

Cross-functional leadership

Job description

Affirm is seeking a senior leader to join the Global Operations team as Director, Vendor Strategy & Operations to guide our global BPO and vendor network. You will own the vendor strategy, performance, and outcomes across customer experience, compliance, and cost-to-serve, partnering with product, engineering and cross-functional stakeholders.

This role offers remote-first flexibility and a chance to shape an owner-led, data-driven operations culture at scale.