Global Vendor Ops & AI Strategy Director

Affirm; Richmond (VA); On-site; USD 255,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is seeking a senior leader to join our global operations team as Director, Vendor Strategy & Operations, overseeing Affirm's global BPO and vendor operations program at scale across a complex vendor network.

The role owns vendor strategy, performance, and outcomes—customer experience, compliance, operational excellence, resiliency, and cost-to-serve—while partnering with product, engineering, and operations to reinvent servicing with AI and human call-center culture.

Qualifications

• 15+ years in customer operations or vendor programs.
• Experience leading large-scale global vendor/BPO operations.
• Proven ability to drive customer-centric operational outcomes.
• Strong strategic planning and governance skills.
• Experience deploying AI or automation in support workflows.
• Excellent executive communication and stakeholder management.

Responsibilities

• Define and execute the long-term strategy for the global customer operations vendor network.
• Reinvent issue resolution and customer experience across the vendor network.
• Establish governance frameworks, performance standards, and accountability.
• Lead executive vendor governance forums and strategic planning sessions.
• Partner on vendor selection, expansion, and network design.
• Drive cost-optimization programs across all global vendors.

Skills

Vendor management

Leadership

Customer operations

AI adoption

Cross-functional collaboration

Strategic planning

Job description

Affirm is seeking a senior leader to join our global operations team as Director, Vendor Strategy & Operations, overseeing Affirm's global BPO and vendor operations program at scale across a complex vendor network.

The role owns vendor strategy, performance, and outcomes—customer experience, compliance, operational excellence, resiliency, and cost-to-serve—while partnering with product, engineering, and operations to reinvent servicing with AI and human call-center culture.