Global Vendor Strategy & Operations Lead

Jackalope Digital LLC; Northern (KY); Hybrid; 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 Director to lead Vendor Strategy & Operations for its global servicing network. You will own vendor strategy, governance, and performance, partnering with product, engineering, and finance to transform how we serve customers at scale.

The role drives AI-enabled innovation across the vendor network, elevating customer experience while optimizing cost-to-serve, and leading a team of Vendor Managers globally in a remote-first environment.

Qualifications

• 15+ years in customer operations, including large-scale global vendor BPO program management or equivalent leadership.
• 10+ years leading managers and complex global vendor organizations.
• Proven track record in outsourcing, vendor networks across geographies.
• Experience deploying AI/automation to improve customer operations at scale.
• Strong analytical background driving data-based decisions and outcomes.

Responsibilities

• Define and execute long-term strategy for Affirm's global customer operations vendor network, balancing CX, efficiency, resiliency and cost-to-serve.
• Reinvent resolution of customer issues via the vendor network as an innovation hub rather than a cost center.
• Own vendor governance, performance standards, and escalation frameworks across the ecosystem.
• Lead executive-level vendor governance forums and cross-functional collaboration with partners.
• Build a high-performing, customer-centric culture across vendors and internal teams.

Skills

Vendor management

Operations strategy

Leadership

AI in ops

Cross-functional leadership

Job description

Affirm is seeking a Senior Director to lead Vendor Strategy & Operations for its global servicing network. You will own vendor strategy, governance, and performance, partnering with product, engineering, and finance to transform how we serve customers at scale.

The role drives AI-enabled innovation across the vendor network, elevating customer experience while optimizing cost-to-serve, and leading a team of Vendor Managers globally in a remote-first environment.