Global Vendor Ops Director - AI-Driven CX

Affirm; Charlotte (NC); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is reinventing credit to make it more honest and friendly, offering customers flexible buy now, pay later options without hidden fees. We are seeking a senior leader to join the Global Operations team as Director, Vendor Strategy & Operations to lead our global BPO and vendor operations program.

This role owns customer operations vendor strategy, performance, and outcomes across our global servicing network, focusing on experience, compliance, resiliency, and cost-to-serve while

Qualifications

• 15+ years in customer operations or vendor management across global networks.
• 10+ years leading managers and large cross-functional teams.
• Proven track record deploying AI or automation to improve operations at scale.

Responsibilities

• Define and execute the long-term strategy for the global customer operations vendor network across vendors.
• Reinvent issue resolution and service delivery to treat vendor network as an innovation hub.
• Establish governance, standards, and accountability across the vendor ecosystem.
• Lead executive-level vendor governance forums, including QBRs and strategic planning.
• Partner on vendor selection, expansion, and network design with risk and footprint considerations.
• Deploy agent and customer-facing AI and automation across servicing workflows.
• Own vendor network performance across CSAT, SLA, compliance, QA, and efficiency.
• Build scalable vendor performance management and escalation mechanisms.
• Lead cross-functional initiatives like migrations and operating-model transformations.
• Coach leaders to strengthen analytics, strategy, and cross-functional influence.

Skills

Customer operations

Vendor program management

AI/Automation

Data-driven decisions

Job description

Affirm is reinventing credit to make it more honest and friendly, offering customers flexible buy now, pay later options without hidden fees. We are seeking a senior leader to join the Global Operations team as Director, Vendor Strategy & Operations to lead our global BPO and vendor operations program.

This role owns customer operations vendor strategy, performance, and outcomes across our global servicing network, focusing on experience, compliance, resiliency, and cost-to-serve while