Global Vendor Strategy & Operations Director

Affirm; Miami (FL); 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 Director of Vendor Strategy & Operations to lead our global BPO and vendor operations program. You will own strategy, governance, performance, and cost-to-serve across a rapidly growing vendor network while partnering with product, engineering, and risk teams to reinvent customer servicing at scale.

You will lead Vendor Managers and In-Country Vendor Managers, drive data-driven decisions, and shape an innovative operating model that couples AI with human call center culture

Qualifications

• 15+ years in customer operations or vendor program management.
• 10+ years leading managers and large vendor organizations.
• Experience with global outsourcing and vendor networks.
• Experience deploying AI or automation at scale in customer ops.

Responsibilities

• Define and execute long-term strategy for global customer operations vendor network.
• Reinvent issue resolution and treat BPO network as an innovation hub.
• Establish governance frameworks and accountability across vendors.
• Lead executive-level vendor governance forums and strategic planning.
• Partner on vendor selection, expansion, and network design.
• Deploy AI/automation across servicing workflows within the vendor network.
• Own vendor network performance across CSAT, SLA, QA, productivity.
• Build mechanisms for vendor performance management and escalation.
• Lead migrations, operating-model transformations, and regulatory projects.
• Act as executive escalation point for complex vendor issues.
• Lead and develop Vendor Managers teams with a customer-centric culture.

Skills

Vendor management

Operations strategy

Cross-functional leadership

AI/automation in CX

Data-driven decisions

Vendor governance

Global operations

Stakeholder management

Communication

Strategic vision

Job description

Affirm is seeking a Director of Vendor Strategy & Operations to lead our global BPO and vendor operations program. You will own strategy, governance, performance, and cost-to-serve across a rapidly growing vendor network while partnering with product, engineering, and risk teams to reinvent customer servicing at scale.

You will lead Vendor Managers and In-Country Vendor Managers, drive data-driven decisions, and shape an innovative operating model that couples AI with human call center culture