Global Vendor Strategy & Operations Director

Affirm; Cleveland (OH); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESP P Equity program

Job summary

Affirm is seeking a senior leader for Director, Vendor Strategy & Operations to guide Affirm's global BPO and vendor operations program. You will own vendor strategy, performance, and outcomes across the servicing network, focusing on customer experience, compliance, and cost-to-serve.

The role leads Vendor Managers and In-Country Vendor Managers, partnering with cross-functional teams to shape the future of Affirm's servicing network and customer-centric culture.

Qualifications

• 15+ years in customer operations including large-scale global vendor BPO program management or equivalent leadership

Responsibilities

• Define and execute long-term strategy for affirm's global customer operations vendor network across CX, efficiency, resiliency, compliance, and continuity.
• Reinvent issue resolution and experience across the vendor network, treating BPO as an innovation hub.
• Establish governance frameworks, standards, and accountability across the vendor ecosystem.
• Lead executive vendor governance forums, including quarterly business reviews and escalation management.
• Partner with Financial Partnerships on vendor selection, expansion, remediation, and network design.

Skills

Vendor strategy

Global operations

AI in operations

Vendor governance

Job description

Affirm is seeking a senior leader for Director, Vendor Strategy & Operations to guide Affirm's global BPO and vendor operations program. You will own vendor strategy, performance, and outcomes across the servicing network, focusing on customer experience, compliance, and cost-to-serve.

The role leads Vendor Managers and In-Country Vendor Managers, partnering with cross-functional teams to shape the future of Affirm's servicing network and customer-centric culture.