Global Vendor Strategy & Ops Leader

Affirm; Denver (CO); On-site; USD 226,000 - 335,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Flexible spending wallets

Time off

Job summary

Affirm is seeking a Senior Leader to join the Global Operations team as Director, Vendor Strategy & Operations. You will own the customer operations vendor strategy, performance, and outcomes across our global vendor network, focusing on experience, compliance, and cost-to-serve.

The role requires deep fintech operations expertise, AI application in call centers, and the ability to lead a diverse, global team through transformative initiatives. This is a remote-first, senior leadership position.

Qualifications

• 15+ years in customer operations or vendor program management for large-scale businesses.
• 10+ years leading managers and complex global vendor orgs.
• Proven success with outsourced operations across multiple geographies.
• Experience deploying AI/automation to improve operations at scale.
• Strong analytics to drive strategic and measurable outcomes.
• Track record of leading cross-functional, multi-stakeholder initiatives.
• Deep cultural fluency and ability to lead diverse international teams.
• Exceptional communication and executive presence.

Responsibilities

• Define and execute long-term strategy for the global vendor network.
• Reinvent issue resolution and client experience across vendors.
• Establish governance, standards, and accountability in the vendor ecosystem.
• Lead executive vendor governance forums and quarterly reviews.
• Partner on vendor selection, expansion, and network design.
• Deploy AI/automation across servicing workflows in the vendor network.
• Own vendor performance across CSAT, SLA, QA, and efficiency.
• Build vendor performance mechanisms and drive improvements.
• Lead large-scale vendor migrations and operating-model changes.
• Serve as executive escalation point for complex issues.
• Develop and mentor a high-performing, customer-centric team.

Skills

Vendor management

Strategy & governance

AI & automation

Cross-functional leadership

Data-driven decisions

Executive stakeholder management

Global vendor operations

Job description

Affirm is seeking a Senior Leader to join the Global Operations team as Director, Vendor Strategy & Operations. You will own the customer operations vendor strategy, performance, and outcomes across our global vendor network, focusing on experience, compliance, and cost-to-serve.

The role requires deep fintech operations expertise, AI application in call centers, and the ability to lead a diverse, global team through transformative initiatives. This is a remote-first, senior leadership position.