Director, Global Vendor Strategy & Operations (Remote)

Affirm; Philadelphia (Philadelphia County); On-site; USD 255,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

ESPP

Time off

Flexible Spending Wallets

Job summary

Affirm is seeking a Senior Director to lead Vendor Strategy & Operations within the Global Operations team. You will own the global BPO and vendor operations program, driving customer experience, compliance, and cost-to-serve across an expansive vendor network.

This is a senior leadership role focused on strategy, governance, and data-driven performance improvements. The ideal candidate combines fintech operations expertise with a strong vendor-management background and a talent for building a

Qualifications

• Fifteen plus years in customer operations with global vendor program leadership.
• Ten or more years of managing managers and complex multinational operations.
• Proven experience deploying AI or automation in BPO or customer operations at scale.
• Strong analytical background driving data-driven decisions and outcomes.
• Excellent communication, executive presence and stakeholder management.

Responsibilities

• Define and execute long-term strategy for the global customer operations vendor network.
• Lead governance forums, performance standards, and escalation management.
• Partner to deploy AI and automation across servicing workflows with vendors.
• Own vendor network performance: CSAT, SLA, QA, productivity and efficiency.
• Build vendor performance mechanisms and drive improvements across PODs.
• Lead cross-functional initiatives including migrations and regulatory programs.
• Develop a global, customer-centric culture with a focus on cost-to-serve.

Skills

Vendor management

Operations strategy

AI & automation

Global scale leadership

Cross-functional leadership

Analytical thinking

Stakeholder management

Fintech / financial services

Job description

Affirm is seeking a Senior Director to lead Vendor Strategy & Operations within the Global Operations team. You will own the global BPO and vendor operations program, driving customer experience, compliance, and cost-to-serve across an expansive vendor network.

This is a senior leadership role focused on strategy, governance, and data-driven performance improvements. The ideal candidate combines fintech operations expertise with a strong vendor-management background and a talent for building a