Global Vendor Strategy & Operations Leader

Affirm; New York (NY); 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 Director, Vendor Strategy & Operations to lead its global BPO and vendor operations program. You will partner with product, engineering, and operations to reinvent servicing across the vendor network, focusing on customer experience, cost-to-serve, and governance.

The role requires 15+ years in customer operations and a track record in large-scale vendor programs. This remote-first position offers broad scope and leadership impact across geographies.

Qualifications

• 15+ years in customer operations including large-scale global vendor BPO program management.
• 10+ years leading managers and/or complex global operational and vendor organizations.
• Proven success managing outsourced operations and global vendor networks across multiple geographies.
• Experience deploying AI or automation to improve customer operations at scale.

Responsibilities

• Define and execute long-term strategy for global customer operations vendor network.
• Reinvent how we resolve customer issues across the vendor network.
• Establish governance frameworks and accountability across the ecosystem.
• Lead executive vendor governance forums and strategic planning.
• Partner on vendor selection, expansion, remediation, and network design.

Skills

Vendor strategy

Operations leadership

AI in ops

Executive presence

Cross-functional leadership

Job description

Affirm is seeking a Director, Vendor Strategy & Operations to lead its global BPO and vendor operations program. You will partner with product, engineering, and operations to reinvent servicing across the vendor network, focusing on customer experience, cost-to-serve, and governance.

The role requires 15+ years in customer operations and a track record in large-scale vendor programs. This remote-first position offers broad scope and leadership impact across geographies.