Global Vendor Strategy & Operations Director

Find Operators; Northern (KY); Hybrid; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off and benefits

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a senior leader to head vendor strategy and operations within Global Operations. You will own the customer operations vendor program, driving CX, cost-to-serve, and resiliency across a worldwide vendor network.

The role demands deep fintech familiarity, data-driven decisions, and a culture of customer-centric excellence. You will lead Vendor Managers and In-Country Managers, partner with cross-functional teams, and scale the program as Affirm grows.

Qualifications

• 15+ years in customer operations with large-scale global vendor BPO program management or equivalent leadership.
• 10+ years leading managers and complex global vendor organizations.
• Proven experience deploying AI or automation to improve customer operations at scale.

Responsibilities

• Define and execute the long-term strategy for affirm's global customer operations vendor network balancing CX, efficiency, resiliency, compliance, and continuity.
• Reinvent issue resolution and experience across the vendor network; treat BPO as an innovation hub, not a cost center.
• Lead governance forums, including Quarterly Business Reviews and escalation management.
• Partner with product, engineering and analytics to deploy AI/automation across servicing workflows.
• Own vendor network performance including CSAT, SLA, compliance, QA, and productivity.

Skills

Customer operations leadership

Vendor program management

AI/Automation in operations

Data-driven decision making

Executive stakeholder management

Job description

Affirm is seeking a senior leader to head vendor strategy and operations within Global Operations. You will own the customer operations vendor program, driving CX, cost-to-serve, and resiliency across a worldwide vendor network.

The role demands deep fintech familiarity, data-driven decisions, and a culture of customer-centric excellence. You will lead Vendor Managers and In-Country Managers, partner with cross-functional teams, and scale the program as Affirm grows.