Global Vendor Ops & Customer Experience Director

Affirm; Chicago (IL); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

Employee Stock Purchase Plan

Job summary

Affirm is seeking a senior leader to join the global operations team as the Director, Vendor Strategy & Operations to lead Affirm's global BPO and vendor operations program, serving as a partner in reinventing how we serve customers at scale across our large global vendor network.

The role focuses on strategy, governance, AI-enabled servicing, performance, and cross-functional leadership with a emphasis on customer-centric culture and operating excellence.

Qualifications

• 15+ years in customer operations with vendor programs.
• 10+ years leading managers and global teams.
• Proven experience in outsourced operations and global networks.
• Experience deploying AI or automation in customer operations at scale.
• Strong analytical and data-driven decision making.
• Deep cultural fluency across global geographies.

Responsibilities

• Define long-term strategy for affirm's global customer operations vendor network.
• Establish governance frameworks, performance standards, and accountability mechanisms across the vendor ecosystem.
• Lead executive-level vendor governance forums and escalation management.
• Partner with product, engineering and operations to deploy AI and automation across servicing workflows.
• Own vendor network performance including CSAT, SLA, compliance, QA and efficiency.
• Drive cost-optimization programs across global vendors.
• Lead large-scale initiatives like vendor migrations and operating-model transformations.

Skills

Vendor management

Executive leadership

Operations strategy

AI/Automation

Global operations

Cross-functional

Customer operations

Job description

Affirm is seeking a senior leader to join the global operations team as the Director, Vendor Strategy & Operations to lead Affirm's global BPO and vendor operations program, serving as a partner in reinventing how we serve customers at scale across our large global vendor network.

The role focuses on strategy, governance, AI-enabled servicing, performance, and cross-functional leadership with a emphasis on customer-centric culture and operating excellence.