Global Vendor Strategy & Operations Leader (AI-Driven CX)

Affirm; San Jose (CA); On-site; USD 255,000 - 335,000; Full time

Benefits offered by this job

Health care coverage

Equity/Stock purchase plan

Flexible spending wallets

Generous time off

Job summary

Affirm is seeking a senior leader to head the Vendor Strategy & Operations within the global operations team. You will own customer operations vendor strategy, performance, and outcomes across a growing network, partnering with cross-functional stakeholders and leading a team of Vendor Managers.

You’ll drive strategy, governance, and innovative use of AI and automation to reinvent servicing and cost-to-serve, while expanding the scope as the transformation matures.

Qualifications

• 15+ years in customer operations, including large-scale global vendor BPO program management.

Responsibilities

• Define and execute the long-term strategy for the global customer operations vendor network.
• Reinvent how we resolve customer issues across the vendor network to treat the BPO network as an innovation hub.
• Establish governance, performance standards, and accountability across the vendor ecosystem.

Job description

Affirm is seeking a senior leader to head the Vendor Strategy & Operations within the global operations team. You will own customer operations vendor strategy, performance, and outcomes across a growing network, partnering with cross-functional stakeholders and leading a team of Vendor Managers.

You’ll drive strategy, governance, and innovative use of AI and automation to reinvent servicing and cost-to-serve, while expanding the scope as the transformation matures.