Global Vendor Operations & AI Strategy Director

Affirm; Boston (MA); On-site; USD 255,000 - 335,000; Full time

Benefits offered by this job

Health insurance

Flexible spending wallets

Paid time off

Employee stock purchase plan

Job summary

Affirm is seeking a senior leader to join the global operations team as Director, Vendor Strategy & Operations, shaping our vendor network and servicing at scale. You will lead Vendor Managers across regions, drive AI-enabled improvements, governance, and cost-to-serve optimization, partnering with product, engineering, and risk to deliver exceptional customer outcomes.

This role combines strategic oversight with hands-on leadership and a relentless customer focus to build a high-performing,

Qualifications

• 15+ years in customer operations or vendor program leadership.
• 10+ years leading managers of global operational/vendor orgs.
• Experience with outsourced operations and global vendor networks.

Responsibilities

• Define long-term vendor network strategy balancing CX, efficiency, resiliency, compliance, and continuity across global vendors.
• Lead governance forums, performance standards, and escalation management with executive visibility.
• Deploy AI/automation across servicing workflows to reinvent cost-to-serve and elevate vendor/agent experience.
• Own vendor network performance metrics and drive cost-optimisation programs.

Skills

Vendor management

AI & automation

Strategic leadership

Analytics & data

Cross-functional collaboration

Executive communication

Global operations

Job description

Affirm is seeking a senior leader to join the global operations team as Director, Vendor Strategy & Operations, shaping our vendor network and servicing at scale. You will lead Vendor Managers across regions, drive AI-enabled improvements, governance, and cost-to-serve optimization, partnering with product, engineering, and risk to deliver exceptional customer outcomes.

This role combines strategic oversight with hands-on leadership and a relentless customer focus to build a high-performing,