Director, Global Vendor Strategy & Operations (Remote)

Affirm; Las Vegas (NV); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Time off

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a Director, Vendor Strategy & Operations within its Global Operations team. You will lead the global BPO and vendor operations, partnering with product, engineering, and workforce teams to reinvent servicing across a large vendor network.

The role requires senior leadership with a customer-centric mindset, data-driven decision making, and the ability to scale operations across geographies.

Qualifications

• 15+ years in customer operations including large-scale global vendor BPO or equivalent leadership.
• 10+ years leading managers and complex global operational and vendor orgs.
• Experience deploying AI or automation to improve customer operations at scale.

Responsibilities

• Define and execute long-term strategy for the global customer operations vendor network.
• Reinvent issue resolution and experience across the vendor network.
• Own vendor network performance across CSAT, SLA, QA, and efficiency.
• Lead executive-level vendor governance forums and escalation management.
• Partner with analytics to define reporting and health metrics.
• Build a global, collaborative one-team culture with stakeholders across functions.

Skills

Vendor program management

Customer operations leadership

AI/Automation in operations

Executive presence

Cross-functional leadership

Job description

Affirm is seeking a Director, Vendor Strategy & Operations within its Global Operations team. You will lead the global BPO and vendor operations, partnering with product, engineering, and workforce teams to reinvent servicing across a large vendor network.

The role requires senior leadership with a customer-centric mindset, data-driven decision making, and the ability to scale operations across geographies.