Global Vendor Strategy & Operations Director

Affirm; Nashville (TN); 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 seeking a senior leader to drive the global customer operations vendor network, balancing CX, efficiency, and compliance. You will define governance, lead executive vendor forums, and partner with product and engineering to deploy AI across servicing workflows.

This role emphasizes customer-centric, data-driven leadership and cross-functional influence across international teams. The position offers a remote-first environment with opportunities to scale the vendor program globally,

Qualifications

• 15+ years in customer operations or vendor programs.
• 10+ years leading managers and complex global operations.
• Experience with large-scale outsourced operations and global vendor networks.

Responsibilities

• Define and execute long-term strategy for global customer operations vendor network.
• Reinvent issue resolution and experience across vendor network.
• Lead governance forums and escalation management.
• Partner on vendor selection, expansion, and network design.
• Deploy AI and automation across servicing workflows within the vendor network.
• Own vendor performance, CSAT, SLA, QA, productivity, and cost-to-serve.

Skills

Vendor strategy

Vendor management

Operational leadership

AI & automation

Data-driven decisions

Tools

BPO operations platforms

Analytics tooling

Job description

Affirm is seeking a senior leader to drive the global customer operations vendor network, balancing CX, efficiency, and compliance. You will define governance, lead executive vendor forums, and partner with product and engineering to deploy AI across servicing workflows.

This role emphasizes customer-centric, data-driven leadership and cross-functional influence across international teams. The position offers a remote-first environment with opportunities to scale the vendor program globally,