Global Vendor Strategy & Operations Director

Affirm; Pittsburgh (Allegheny County); 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 join Global Operations as Director, Vendor Strategy & Operations, owning the worldwide BPO and vendor program for servicing customers at scale.

The role drives customer experience, compliance, and cost-to-serve across a growing vendor network, partnering with product, engineering and cross-functional teams to apply AI and human call center expertise.

Qualifications

• 15+ years in customer operations — including large-scale global vendor programs.
• 10+ years leading managers and complex global operations.
• Proven track record with outsourced operations and global vendor networks.
• Experience managing supply and demand with global workforce management teams.
• Experience deploying AI or automation to improve customer operations at scale.
• Strong analytical background driving data-based strategic decisions.

Responsibilities

• Define and execute the long-term strategy for the global customer operations vendor network.
• Reinvent issue resolution and experience across the vendor network to reduce costs and improve CX.
• Establish governance frameworks, performance standards, and accountability.
• Lead executive vendor governance forums and strategic planning.
• Partner on vendor selection, expansion, and network design with risk considerations.
• Own vendor network performance across CSAT, SLA, QA, productivity, and cost-to-serve.

Skills

Vendor strategy

Operations leadership

Executive communication

Data-driven decisions

Global vendor management

AI in operations

Job description

Affirm is seeking a Senior Leader to join Global Operations as Director, Vendor Strategy & Operations, owning the worldwide BPO and vendor program for servicing customers at scale.

The role drives customer experience, compliance, and cost-to-serve across a growing vendor network, partnering with product, engineering and cross-functional teams to apply AI and human call center expertise.